> Markdown version of [/jobs/ext/1889198-it-support-analyst](https://www.wearedevelopers.com/jobs/ext/1889198-it-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Analyst - **Company:** Netskope - **Location:** St. Louis, United States - **Salary:** $51,000.0 - $70,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Apple Mac Systems, JIRA, Bash Shell, Software as a Service, Information Technology Operations, Python (Programming Language), Okta, Connectivity Problems, Microsoft InTune, Information Technology, No-code Tools, Bots, Gsuite - **Published:** August 2, 2026 - **Apply:** https://www.dice.com/job-detail/10f09229-9fbd-47d7-bb8e-a8a0a4b9ffd4 ## About the Role The right candidate is intellectually curious, asks questions before assuming, and gets restless when a repetitive problem doesn't have a solution yet. Technical skills can be learned; this mindset can't. * Curiosity and drive: you investigate problems thoroughly, ask why before escalating, and follow threads until you understand them. * AI-first instinct: you already reach for AI tools when you're stuck, learning something new, or looking for a faster way - and you've built something with them, even if small. * Clear communicator: you can explain a technical issue to a non-technical employee and you thoroughly document your steps, eliminating the guess work for others. * Ownership mindset: when something breaks or keeps breaking, you don't wait for someone to assign it. You pick it up. * Hands-on IT experience: You've spent time in a Service Desk support role- we want to see that you've solved real technology problems for real people. Technologies * Familiarity with macOS and/or Windows troubleshooting. * Experience with Okta, Google Workspace, Jira, or similar enterprise tools. * Exposure to MDM platforms (Intune, Kandji, NinjaOne) or endpoint management concepts. * Experience building automations: Jira Automation, Slack workflows, Python/Bash scripts, or no-code tools. * CompTIA A+, ITIL Foundations, or equivalent certification., * Bachelor's degree preferred * Related network and security certifications are a plus ## Description We are looking for an IT Support Analyst who leads with AI - someone who doesn't just use AI tools as productivity boosters but builds, prompts, and iterates on them to fundamentally change how IT support works. You will be the primary hands-on technologist on our St. Louis support team, resolving employee issues while continuously driving down ticket volume through intelligent automation and self-service. This role sits at the intersection of IT operations and AI enablement: you will both close tickets today and help eliminate the need for those tickets tomorrow., AI-Powered Support Operations * Act as primary point of contact for internal employee IT issues via ticket submission, Slack, and in-person walk-ups - with an AI-first triage mindset. * Build and maintain AI-driven self-service solutions: prompt-engineer Slack bots, configure intelligent auto-responses, and create Jira automation rules that resolve common issues without human touch. * Continuously identify high-volume, repetitive tickets and leverage automation and AI to eliminate them at the root. * Own knowledge base quality: use AI tools to surface gaps, draft articles, and keep documentation current so employees can self-serve before they ever open a ticket. Technical Support & Escalation * Provide L1/L2 support for endpoints and standard enterprise apps. * Troubleshoot hardware, software, and network connectivity issues; escalate complex cases to L3 teams with clear, AI-assisted diagnostic summaries. * Support employee onboarding and offboarding: provisioning accounts, shipping/retrieving devices, and coordinating with HR. * Assist with endpoint management tasks - patching, enrollment, policy compliance. Drive Continuous Improvement * Analyze ticket trends weekly using dashboards and AI-assisted reporting; surface insights to the Service Desk Director. * Participate in problem management: when the same issue recurs, own it to root cause and build the fix - whether that's a knowledge article, an automation, or an escalated infrastructure change. * Test and evaluate new AI tools, integrations, and workflows; document what works and share learnings with the broader team., This is not a traditional helpdesk role. You will have direct ownership of AI tooling decisions, automation architecture, and the employee support experience for a global SaaS company. You will work alongside engineers, program managers, and leadership who are actively investing in making IT an AI-native function - and you will be a core part of making that real. ## Related Videos - [Hiring AI Native Talents](https://www.wearedevelopers.com/videos/100268-hiring-ai-native-talents) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Command the Bots: Mastering robots.txt for Generative AI and Search Marketing](https://www.wearedevelopers.com/videos/1165-command-the-bots-mastering-robots-txt-for-generative-ai-and-search-marketing) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Prompt Engineering Your Career: AI Agents for Tech Interview Prep](https://www.wearedevelopers.com/videos/100227-prompt-engineering-your-career-ai-agents-for-tech-interview-prep) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)