IT Support Analyst

Summary

Join Level Agency as an IT Support Analyst and provide essential technical support to our remote-first digital marketing agency. You will troubleshoot hardware, software, and network issues for our geographically dispersed workforce. This role involves end-user support, IT equipment management, user account management, and ensuring smooth IT operations. You will collaborate with external vendors and manage cloud-based tools. The ideal candidate possesses strong troubleshooting skills in Windows and macOS environments, experience with cloud-based applications, and excellent communication skills. This position offers a competitive salary, remote work flexibility, and a comprehensive benefits package.

Requirements

• 2-4 years of experience in an IT support role, preferably in a remote or hybrid work environment
• Strong troubleshooting skills across Windows and macOS operating systems
• Experience managing user access, permissions, and security settings within cloud-based applications (Google Workspace, Zoom, enterprise password managers, etc.)
• Familiarity with remote support tools, monitoring software, and SaaS administration
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Ability to work independently while collaborating effectively with a fully remote team

Responsibilities

• Provide technical support to remote employees, troubleshooting issues related to hardware, software, connectivity, and collaboration tools via phone, email, video conferencing, or a ticketing system
• Manage user accounts, including provisioning, access management, and deactivation across various cloud-based platforms
• Oversee the setup and distribution of IT equipment for new employees and ensure proper decommissioning of devices for departing employees, including data wiping and secure disposal
• Coordinate with external vendors for efficient device procurement, shipping, and returns, ensuring seamless onboarding and offboarding
• Support the administration of cloud-based tools and assist with license management, troubleshooting, and optimizing user access
• Maintain IT documentation, update knowledge bases, and create user-friendly guides to help employees resolve common technical issues independently

Preferred Qualifications

• Experience or interest in cybersecurity practices and IT policy development
• Familiarity with generative AI technologies, with a willingness to learn and integrate them into IT workflows

Benefits

• Remote work from anywhere in the US
• Unlimited PTO
• 12 annual paid holidays + 2 floating holidays
• Summer Fridays
• Competitive medical benefits, including 100% employer-paid vision and dental
• Paid Parental & Family Leave after 6 months of employment
• 401K plan with 3% employer contribution – 100% vested
• Performance reviews every six months
• Career advancement opportunities
• Travel reimbursement
• Monthly work-from-home stipend
• Bonus programs
• In-person and virtual company events
• Employee appreciation programs
• Employee concierge services for help with personal scheduling & organization
• EAP with mental health, financial, and legal counseling