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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - **Company:** Doubleday Acquisitions, LLC - **Location:** Monroe, OH, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Business Software, Microsoft Outlook, Computer Networks, Desktop Computing, Issue Tracking Systems, Azure Active Directory, Microsoft SharePoint, VPN Clients, Wi-Fi Technology, Office365, Peripherals, Microsoft InTune, Zendesk, Workday, User Administration, Servicenow, User Accounts - **Published:** July 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=505ffb32f158623c ## About the Role * Working knowledge of Microsoft Entra ID (Azure AD) user and group administration * Basic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes) * Familiarity with Microsoft 365 applications and basic administration * Strong customer service orientation with clear, patient communication skills, especially in face to face desk-side interactions * Solid troubleshooting skills for Windows devices, mobile devices, and common business applications * Basic understanding of networking concepts (Wi-Fi, VPN client troubleshooting) from an end-user support angle * Comfortable handling incoming incidents and shifting priorities throughout the day * Ability to work well within a small team, following established direction while managing individual incident response independently * Comfortable documenting processes and following established procedures * Familiarity with endpoint management tools (e.g., Intune) preferred * Any prior exposure to business application support (e.g., ERP, CRM, or line of business apps) is a plus but not required * Interest in growth areas such as application support, networking and infrastructure management, or other IT specialties is welcomed but not required * Expectation of being readily available to respond to incidents throughout the day, * 2 plus years of experience in a help desk, desk-side, or IT support role (given the small team size, this role needs to hit the ground running with minimal ramp-up) * Certifications such as CompTIA A+, Microsoft 365 Certified: Fundamentals, or similar preferred * Experience with a ticketing system (e.g., ServiceNow, Freshdesk, Tikit) preferred ## Description The IT Support Analyst is responsible for delivering frontline technical support to end users globally, with a primary focus on desk-side incident response for US-based staff and Microsoft Entra ID account and access administration. This is a permanent, full-time position on a small IT team, based in the US and working standard US business hours, where the analyst will serve as the first point of contact for the majority of day-to-day technical issues and will be expected to respond to incidents throughout the workday. The primary measure of success in this role is reliable, responsive, hands-on support for end users., * Serve as the first point of contact for end user IT support requests via ticketing system, phone, or in person, responding to incidents throughout the day as they arise * Provide desk-side support, physically assisting US-based employees with hardware, software, and connectivity issues * Provide remote technical support to end users in other regions via ticketing system, phone, or Teams * Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals * Manage user accounts, group memberships, and access permissions in Microsoft Entra ID (Azure AD) * Perform basic Exchange Online administration tasks, such as mailbox permissions, distribution list updates, and shared mailbox management * Fulfill standard IT service requests (e.g., software access, equipment requests, mailbox and permission changes) submitted through the ticketing system * Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) for end users, including account setup and troubleshooting * Perform user onboarding and offboarding tasks, including account provisioning, license assignment, device setup, and access removal * Reset passwords, manage MFA enrollment, and assist with account lockouts * Set up and configure end user devices, including software installation and basic imaging * Escalate complex infrastructure, network, application, or server issues to senior IT staff or the MSP as appropriate * Document common issues, resolutions, and end user how-to guidance in the knowledge base * Support printer, peripheral, and conference room technology issues * Maintain a positive, professional, customer-service-oriented approach with end users at all levels Work closely with a small IT team, taking direction on priorities while independently handling incoming incidents day-to-day ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Destigmatizing the Workplace: Building Real Inclusion](https://www.wearedevelopers.com/videos/1492-destigmatizing-the-workplace-building-real-inclusion) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [The Future of Employee Wellbeing: Benefits, Trust & Performance](https://www.wearedevelopers.com/videos/1808-the-future-of-employee-wellbeing-benefits-trust-performance) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Employee Happiness: The Underrated Growth Engine](https://www.wearedevelopers.com/videos/1310-employee-happiness-the-underrated-growth-engine) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam)