IT Support Analyst

The Vacancy

Megger is seeking an experienced IT Support Analyst to provide hands-on technical support to users across our North American operations. This position is based in Dallas, TX, and provides support for multiple Megger locations and remote users throughout the United States, Canada, and Mexico. This position requires someone with strong technical fundamentals who can independently troubleshoot and resolve user issues while providing a professional and responsive support experience. The ideal candidate is a self-starter who can take ownership of an issue, research unfamiliar problems, use available documentation and technical resources, and work through troubleshooting steps before 
escalating. This is not intended to be an entry-level IT role. The successful candidate should have demonstrated knowledge of desktop support, Windows, networking, Microsoft 365, Active Directory, and general IT troubleshooting.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for users across multiple locations throughout the United States, Canada, and Mexico.

• Provide remote and hands-on support to employees across Megger's North American operations.

• Independently troubleshoot hardware, software, network, account, and access-related issues.

• Support Windows desktops and laptops, printers, mobile devices, and other end-user technology.

• Administer and troubleshoot Active Directory user accounts, groups, permissions, and password related issues.

• Support Microsoft 365 applications, Outlook, Teams, OneDrive, and related services.

• Troubleshoot basic network connectivity, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and LAN connectivity.

• Assist users with remote access and VPN-related issues.

• Perform PC deployments, replacements, configuration, onboarding, and offboarding.

• Document troubleshooting steps and resolutions in the IT ticketing system.

• Follow existing SOPs and technical documentation while contributing improvements when needed.

• Communicate clearly and professionally with users throughout the support process.

• Take ownership of assigned tickets and follow issues through resolution.

• Escalate issues appropriately after completing reasonable troubleshooting.

• Work with infrastructure and other IT team members on projects and more complex technical issues.

• Assist with IT projects, deployments, and infrastructure initiatives across North American locations as needed.

Required Technical Skills

• Strong Windows 10/11 troubleshooting experience.

• Working knowledge of Active Directory and Group Policy.

• Experience supporting Microsoft 365, Outlook, and Teams.

• Understanding of TCP/IP networking fundamentals.

• Working knowledge of DNS, DHCP, VLANs, Wi-Fi, and VPN concepts.

• Experience troubleshooting desktops, laptops, printers, and peripherals.

• Experience with remote support tools and ticketing systems.

• Ability to use PowerShell or command-line tools for basic troubleshooting is preferred.

• Understanding of endpoint security, patching, and device management is preferred.

What We're Looking For

• Technical knowledge is important, but the ability to troubleshoot independently is equally important.

• Take an unfamiliar problem and logically work through it.

• Apply previous coaching and technical knowledge to new situations.

• Research issues independently using documentation and available technical resources.

• Understand the underlying technical concepts behind a problem rather than relying only on step-by step instructions.

• Know when to continue troubleshooting and when an issue should be escalated.

• Learn new systems quickly and retain information from training and coaching.

• Communicate technical information clearly to non-technical users.

• Remain professional and customer-focused during difficult support situations.

• Effectively support users remotely across multiple locations and time zones.

• Manage multiple priorities without requiring constant direction.

• Accept feedback and apply it to future work.

Qualifications

• 2+ years of hands-on IT support, desktop support, help desk, or systems support experience.

• Demonstrated experience providing Tier 1 and Tier 2 support in a business environment.

• Strong troubleshooting and critical-thinking skills.

• Strong written and verbal communication skills.

• Ability to work independently as well as part of an infrastructure and support team.

• Experience supporting users across multiple locations is preferred.

• Experience supporting geographically distributed or multi-site organizations is preferred.

• Associate degree, technical certification, or equivalent hands-on IT experience preferred.

Preferred Certifications

• Certifications are not required but are a plus:

• CompTIA A+

• CompTIA Network+

• Microsoft 365 or Azure certifications

• ITIL Foundation

Success in This Role
Success will be measured by the employee's ability to independently resolve support issues, provide a positive user experience, take ownership of assigned work, apply training and coaching, maintain accurate documentation, and effectively support users across Megger's locations throughout the United States, Canada, and Mexico while collaborating with the broader IT team.