IT Support Analyst I

1. Triage, categorize, and resolve tickets in Freshservice, prioritizing routine requests and escalating complex or ambiguous issues to Level 2/3 Support Analysts with clear documentation of steps already taken.
2. Manage user access requests and account lifecycle actions in a cloud-based Identity and Access Management (IAM) platform and Active Directory/Entra - provisioning, deprovisioning, group membership, and permission changes - following documented approval workflows.
3. Handle password resets and MFA troubleshooting (IAM), and support MDM device enrollment and ongoing management.
4. Provision and troubleshoot common business software, following existing provisioning procedures.
5. Diagnose and resolve computer hardware, software, and network connectivity issues for end-user devices, including basic setup, driver troubleshooting, and coordinating vendor support/replacement when needed.
6. Maintain and update distribution lists and shared mailbox access per standard requests.
7. Operate within IT standards, processes, and policies; maintain accurate ticket records and contribute to knowledge base articles for recurring issue types.
8. Provide front-line customer service, setting clear expectations with end users on resolution timelines and escalation status.
9. Work independently on routine requests while collaborating closely with Level 2/3 Support Analysts on escalated issues, including thorough context hand-off.
10. Support the Valencia and Burbank office locations.
11. Provide remote support of locations in Georgia and Massachusetts.
12. Collaborate with colleagues in California, Brazil, Argentina, and Germany., Privacy Notice : To learn what data we collect and how we use it, review our Privacy Policy at

• Minimum education (or substitute experience) required: Bachelor’s degree in Computer Science or a related field preferred.

• Minimum experience required: Minimum 2+ years of experience in a Help Desk, IT Support, or related customer-facing technical role.

• Abilities and skills required:
• Basic understanding of service management (ITIL) concepts.
• Display a solid customer service mindset.
• Ability to follow directions and documented instructions.
• Excellent written and oral communication skills. (Primarily English; German, Portuguese or Spanish is a plus)
• Works well with others.
• Ability to communicate ideas to colleagues and management and participate in a collaborative team-oriented IT environment.
• General understanding of networking concepts (DNS, DHCP, basic troubleshooting) beyond individual end-user connectivity issues.
• Ability to analyze and problem-solve at a medium level of complexity.
• Must be able to travel and work in Valencia and Burbank.
• ITIL 4 Foundation Certified preferred.
• Microsoft 365 Certified: Fundamentals (MS-900) preferred.

Company Benefits

• 100% employer paid medical and dental
• 401(k) matching contribution
• Generous PTO and paid holidays
• Long-term disability
• Life and AD&D
• Health Care and Dependent Care Flex Spending
• Tuition reimbursement
• Profit-sharing program

$34.50 - $38.00 hourly (DOE)

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