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We are partnering with a growing organization in the Cumberland area to permanent an IT Systems Analyst to support a dynamic, high-volume help desk environment. This is a great opportunity for someone who is a self-starter, thrives in fast-paced settings, and enjoys hands-on troubleshooting across a diverse technical landscape. You’ll join a collaborative IT support team (15+ members across the U.S.) supporting ~550 users across both Windows and Mac environments, with exposure to modern tools including Microsoft 365 and Copilot. This role also offers involvement in exciting initiatives like onboarding new hires and supporting an Exchange to Microsoft 365 migration.
Job Responsibility:
Provide Tier 1 support for hardware, software, and mobile devices (PC, Mac, iPhone, iPad)
Troubleshoot issues across operating systems, applications, networks, and peripherals
Manage and resolve high-volume support tickets via phone, email, and ticketing systems
Set up new hires, including account creation (Active Directory) and equipment provisioning
Support onboarding and offboarding processes, including user access and device management
Assist with software installations, updates, and system maintenance
Maintain IT inventory and track hardware assets
Deliver basic IT training and create user documentation (FAQs, guides, etc.)
Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, etc.)
Leverage Microsoft Copilot to improve productivity and streamline support workflows
Escalate complex issues to senior engineers as needed
Contribute to process improvements and help enhance overall IT service delivery
Requirements:
2+ years of IT support or help desk experience
Strong experience with Microsoft 365 (O365) ecosystem
Hands-on experience with Windows 11 and Mac OS environments
Familiarity with Active Directory, user account management, and device setup
Experience supporting mobile devices (iOS, iPhones, iPads)
Understanding of basic networking concepts (LAN/WAN, VoIP systems like RingCentral)
Experience with ticketing systems and high-volume support environments
Strong troubleshooting, analytical, and problem-solving skills
Excellent communication skills and ability to support non-technical users
What we offer:
medical, vision, dental, and life and disability insurance