IT Support Analyst
More Information & ApplyIT Support Analyst – Hybrid
Expert Technical Solutions is seeking a customer-focused IT Support Analyst to provide Tier 1 / Tier 2 technical support for a growing enterprise IT environment supporting both corporate users and environmental laboratory operations. This role is ideal for a hands-on IT professional who enjoys troubleshooting end-user issues, building strong relationships with internal teams, and supporting a collaborative, people-first company culture. The position combines traditional help desk responsibilities with on-site lab support, including workstation setup, hardware troubleshooting, peripheral support, and basic network connectivity assistance. Candidates should have strong communication skills, a service-oriented mindset, and the ability to support both remote and in-person users in a fast-paced environment. Experience with Microsoft technologies, ticketing systems, and basic networking concepts is highly preferred.
Position Details
- Location: Seattle/Fremont, WA | Rapid City, SD | Wilmington, NC
- Work Arrangement: Hybrid – 2 Days Onsite / 3 Days Remote
- Employment Type: Contract-to-Hire
- Compensation: Very competitive
- Industry: Environmental / Laboratory Services
Key Responsibilities
- Provide Tier 1 and Tier 2 support for Windows 11, Microsoft 365, Outlook, Teams, OneDrive, and SharePoint
- Troubleshoot hardware, software, operating system, and peripheral issues for laptops and desktops
- Support printers, scanners, docking stations, monitors, and other end-user equipment
- Manage and resolve support tickets within Freshservice while maintaining excellent customer communication
- Perform onboarding and offboarding activities including user account setup, equipment provisioning, and access support
- Provide hands-on technical support within environmental laboratory settings
- Troubleshoot workstation connectivity and assist with lab equipment-related IT issues
- Support wired and wireless networking connectivity issues including DNS, DHCP, VPN, and Wi-Fi troubleshooting
- Partner closely with lab directors and operational teams to maintain strong working relationships and minimize downtime
- Assist with endpoint security, patching, and IT operational support initiatives
- Escalate complex issues appropriately while maintaining ownership through resolution
Environment / Key Technologies
- Microsoft Azure
- AWS (Amazon Web Services)
- VMware
- Cisco Meraki
- Microsoft Office 365 & Azure
- Box Enterprise Document Management
- Okta SSO / MFA
- Microsoft Entra ID
- CrowdStrike Falcon
- Cisco XDR / SOC
- BeyondTrust PAM
- Check Point Harmony
- Datto Backup & DR
- Freshservice ITSM
- Windows 11
- Lab technologies including LIMS platforms and lab workstation environments
Required Qualifications
- 3–5 years of experience in IT support, desktop support, or help desk environments
- Strong experience supporting Windows 11 and Microsoft 365 applications
- Experience working within a ticketing / ITSM platform environment
- Intermediate understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi-Fi
- Hands-on experience supporting desktop hardware, printers, scanners, and peripherals
- Strong troubleshooting and customer service skills
- Ability to communicate effectively with both technical and non-technical users
- Comfort working independently while managing multiple support requests and priorities
Preferred Qualifications
- Experience supporting laboratory or operational technology environments
- Experience supporting hybrid or distributed user environments
- Exposure to endpoint security and device management tools
- Experience with Freshservice ITSM tool
- Ability to lift and move IT equipment up to 50 pounds
Key Traits for Success
- Relationship-oriented and customer-focused approach
- Strong sense of ownership and accountability
- Ability to build trust with local lab leadership and end users
- Hands-on problem solver with a positive attitude
- Comfortable working in a collaborative, camera-on team environment
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