- Company Name
- Stelvio Inc.
- Job Title
- Information Technology Support Analyst
- Job Description
-
**Job Title**
Information Technology Support Analyst
**Role Summary**
Provide onsite help‑desk and desktop support for a structured internal IT environment. Own user issues, configure workstations, manage user accounts, and perform initial security alert triage while maintaining service reliability and operational continuity.
**Expectations**
*Work independently and manage multiple requests concurrently.*
*Communicate clearly with end‑users, team leads, and stakeholders.*
*Maintain accurate inventory and documentation.*
**Key Responsibilities**
- Respond to hardware, software, and systems help‑desk tickets via email, Teams, and ticketing system.
- Install, test, configure, and support workstations, peripherals, and standard business applications.
- Diagnose issues, guide users through resolution steps, and run diagnostic tools.
- Take ownership of tickets, handle escalations, and ensure timely closures.
- Modify local workstation configurations, utilities, and software settings.
- Maintain inventory records for hardware, software, and licenses.
- Administer user accounts in Active Directory, Microsoft 365, Azure/Entra, and internal apps.
- Monitor Microsoft Defender Security Center alerts, perform initial triage, document findings, and follow playbooks for escalation.
- Track alert resolution and identify recurring patterns or configuration issues.
**Required Skills**
- 2+ years help‑desk or support services experience.
- Strong support experience with Windows 10/11 (Pro & Enterprise).
- Working knowledge of Windows Server (2012‑2019) and Active Directory administration.
- Experience with Microsoft 365, Exchange, Azure/Entra, Intune, and MFA.
- Familiarity with ticketing systems (ServiceNow or equivalent).
- Support VPN solutions (e.g., Palo Alto GlobalProtect).
- Basic exposure to Cisco networking hardware.
- Call‑centre or user‑facing support experience.
- Understanding of PCI and SOC concepts.
- Beginner‑level PowerShell scripting.
- Experience or exposure to Microsoft Defender.
**Required Education & Certifications**
- High school diploma or equivalent.
- Relevant IT certifications (e.g., CompTIA A+, Microsoft 365 Certified, Microsoft Certified: Modern Desktop Administrator Associate) preferred but not mandatory.