Technical Support Analyst

Provide enterprise-level endpoint, device, and user support across all supported locations, ensuring secure, reliable, and consistent end-user computing experiences. This role is responsible for the deployment, configuration, and patching of desktop systems in alignment with established standards; building and maintaining PCs to Haynes specifications; and delivering ongoing end-user support across approved platforms. Responsibilities also include the proactive management and support of mobile devices (phones, tablets, and Wi-Fi handheld computers), support of desktop VoIP phones, and hands-on participation in network support and troubleshooting activities, including connectivity, access, and performance issues. The role performs assigned administrative functions within Mimecast and emphasizes documentation, proactive maintenance, and continuous improvement to support a stable, secure, and scalable enterprise computing environment.

Qualifications (Required & Preferred)

Education: Associates Degree in related field (R); BA/BS in related field (P)

Experience: 3 years’ (minimum) experience in IT - related roles

Areas Of Knowledge

• Microsoft Intune administration and endpoint management
• Mimecast administration and email security operations
• PC desktop build, deployment, and end user support
• Network troubleshooting and support in an enterprise environment
• Operating system patching and patch management tools
• VoIP phone system support
• Enterprise mobile device support and management, including phones, tablets, and handheld devices
• Microsoft Windows operating systems
• iOS and Android operating systems
• Multi factor authentication (MFA) technologies
• Cisco networking solutions, especially Cisco Meraki
• Endpoint protection and security tooling, especially CrowdStrike
• Hybrid Azure AD / Microsoft Entra ID integration and support

• Demonstrated workplace experience in the required knowledge areas, supported by strong analytical and problem-solving skills.
• Self-motivated with the ability to work independently and manage responsibilities with minimal supervision.
• Strong written and verbal communication skills.
• Proven experience creating clear, detailed technical documentation.
• Ability to effectively multitask across diverse subject matters and shifting priorities.

• Administer and manage end-user computing devices across multiple platforms, including associated configuration, access, and compliance functions.
• Build, configure, and deploy PCs and mobile devices in accordance with established organizational standards and security requirements.
• Provide Tier 1, Tier 2, and Tier 3 Help Desk support within the scope of the position, including troubleshooting issues, resolution, and escalation as appropriate.
• Perform Mimecast administrative functions, including user management, policy support, and operational tasks aligned with security and compliance requirements.
• Support mobile phones, tablets, Wi Fi handheld computing devices, and VoIP phone systems, including setup, troubleshooting, and ongoing maintenance.
• Create, maintain, and update detailed technical documentation, procedures, and support guides to ensure consistency, knowledge retention, and audit readiness.