Job Description

POSITION SUMMARY:

The IT Support Analyst is responsible for providing efficient, timely, and high-quality technology support to internal staff, vendors, and event personnel. Reporting to the Manager, IT Support, this role serves as a frontline resource for end-user support while also functioning as a technical backup across key Digital Workplace platforms including endpoint management, identity and access management, collaboration tools, network operations, and AV/event infrastructure. The ideal candidate brings a broad technical foundation, a strong service orientation, and the ability to grow into increasing platform responsibility over time.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

End-User Support & Ticketing

• Provide Tier 1 and Tier 2 IT support to staff, vendors, and event personnel across hardware, software, and connectivity issues

• Manage, triage, and resolve tickets using the organization’s ITSM platform; define and maintain service levels for internal and external stakeholders

• Escalate complex or infrastructure-level issues to the Manager, IT Support or appropriate system owner Device & Endpoint Management

• Configure, image, and deploy laptops, desktops, and mobile devices for new and existing staff

• Assist with mobile device management (MDM) administration, including Apple device enrollment via IRU, policy management, and compliance using Endpoint Central

• Support patch management processes and assist with software deployment via Manage Engine Endpoint Central

• Maintain accurate hardware inventory and assist with device lifecycle management Identity & Access Management

• Support user onboarding and offboarding including account provisioning, deprovisioning, and access management in Active Directory and Okta

• Manage group memberships, distribution lists, shared mailboxes, and MFA enrollment

Collaboration & Productivity Platforms

• Support Google Workspace including user management, shared drives, calendar, and email

• Assist with Dropbox, and Google Drive support and access management

• Troubleshoot and resolve issues across collaboration tools including Google Meet and Zoom Audio/Visual & Event Technology Support

• Serve as primary support for Zoom Rooms administration, including room configuration, firmware updates, and troubleshooting

• Provide AV and technology support for in-person, hybrid, and virtual meetings and events

• Assist with setup, operation, and breakdown of event technology in coordination with the Manager, IT Support

• Support office phone system administration (Zoom Phone)

Infrastructure & Systems Support

• Provide first-level support and monitoring assistance for the on-premises server environment (Windows Server) under direction of senior staff

• Assist with basic Azure administration tasks as directed

• Assist with file server access management and basic network troubleshooting (connectivity, VPN, Wi-Fi)

• Assist with Meraki network infrastructure monitoring and basic administration including access point management, switch monitoring, and dashboard alerting under direction of the Director, Digital Workplace Solutions

Documentation & Process

• Create and maintain runbooks, knowledge base articles, and how-to guides for common support scenarios

• Document recurring issues and resolutions to support team efficiency and continuity

• Follow and help enforce IT policies including acceptable use, security standards, and compliance requirements

QUALIFICATIONS:

Experience & Education

• 2–4 years of IT support experience in a corporate, nonprofit, or similarly complex environment

• Demonstrated experience troubleshooting hardware, software, and connectivity issues across Windows and macOS environments

• Familiarity with MDM platforms (IRU, Intune, Endpoint Central, or similar) preferred

• Experience with identity platforms such as Active Directory, Azure AD, or Okta preferred

• Experience with IT ticketing/ITSM software required (ServiceNow, Jira, Zendesk, or similar)

• Experience with Meraki or comparable enterprise networking platforms (Meraki CMNO certification a plus)

• Associate’s or Bachelor’s degree in Information Technology or related field preferred; equivalent work experience considered

Technical Skills

• Proficiency with Google Workspace

• Working knowledge of Zoom Rooms or comparable AV/video conferencing platforms

• Familiarity with Windows Server environments and virtualization concepts a plus

• Exposure to cloud platforms (Azure, AWS, or Google Cloud) a plus

• Basic scripting ability (PowerShell or similar) a plus

• Working knowledge of networking concepts including VLANs, DNS, DHCP, TCP/IP, VPN, firewall rules, and Wi-Fi management

Soft Skills & Work Requirements

• Ability to work independently and manage multiple priorities with minimal supervision

• Strong communication skills with the ability to support non-technical users clearly and patiently

• Service-oriented mindset with a high degree of accountability and follow-through

• Requires being on-call and the ability to respond to emergency issues during off-hours

• Role involves occasional lifting and carrying of up to 25 lbs

• Role involves working in environments with variable noise levels, including live event spaces; reasonable accommodations will be made for qualified individuals

• Must be able to prioritize and manage multiple tasks simultaneously in a fast-paced environment

• Must be able to read and interpret technical documentation, system dashboards, and screen-based interfaces

• Must be able to communicate technical information clearly in both written and verbal form

GROWTH & DEVELOPMENT

This role is designed to develop into increasing platform ownership over time. High-performing analysts will have the opportunity to take on lead responsibilities across Digital Workplace systems including MDM, identity management, and collaboration platforms, and network infrastructure with mentorship from the Manager, IT Support and Director, Digital Workplace Solutions.

BENEFITS & EQUAL OPPORTUNITY

NJPAC offers a full benefits package including medical, vision, dental, 401K match, life, AD&D, PTO, sick time, and discounted show tickets.

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