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IT support Analyst

Vaco LLC

  • Monroe, OH
  • Today

    Highlights

    Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to: the individual’s skill sets, experience and training; licensure and certification requirements; office location and other geographic considerations; other business and organizational needs. The IT Support Analyst is responsible for delivering frontline technical support to end users globally, with a primary focus on desk-side incident response for US-based staff and Microsoft Entra ID account and access administration.
    Vaco LLC

    Numbers & Facts

    LocationMonroe, OH
    IndustryStaffing/Employment Agencies
    Company Size2,500 to 4,999 employees
    Year Founded2002
    Websitehttp://www.vaco.com/

    Description

    The IT Support Analyst is responsible for delivering frontline technical support to end users globally, with a primary focus on desk-side incident response for US-based staff and Microsoft Entra ID account and access administration. This is a permanent, full-time position on a small IT team, based in the US and working standard US business hours, where the analyst will serve as the first point of contact for the majority of day-to-day technical issues and will be expected to respond to incidents throughout the workday. The primary measure of success in this role is reliable, responsive, hands-on support for end users.


    Essential Duties & Functions 

    • Serve as the first point of contact for end user IT support requests via ticketing system, phone, or in person, responding to incidents throughout the day as they arise
    • Provide desk-side support, physically assisting US-based employees with hardware, software, and connectivity issues
    • Provide remote technical support to end users in other regions via ticketing system, phone, or Teams
    • Troubleshoot and resolve issues for laptops, desktops, mobile devices, and peripherals
    • Manage user accounts, group memberships, and access permissions in Microsoft Entra ID (Azure AD)
    • Perform basic Exchange Online administration tasks, such as mailbox permissions, distribution list updates, and shared mailbox management
    • Fulfill standard IT service requests (e.g., software access, equipment requests, mailbox and permission changes) submitted through the ticketing system
    • Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) for end users, including account setup and troubleshooting
    • Perform user onboarding and offboarding tasks, including account provisioning, license assignment, device setup, and access removal
    • Reset passwords, manage MFA enrollment, and assist with account lockouts
    • Set up and configure end user devices, including software installation and basic imaging
    • Escalate complex infrastructure, network, application, or server issues to senior IT staff or the MSP as appropriate
    • Document common issues, resolutions, and end user how-to guidance in the knowledge base
    • Support printer, peripheral, and conference room technology issues
    • Maintain a positive, professional, customer-service-oriented approach with end users at all levels

    Knowledge, Skills & Abilities

    • Working knowledge of Microsoft Entra ID (Azure AD) user and group administration
    • Basic familiarity with Exchange Online administration (mailbox permissions, distribution lists, shared mailboxes)
    • Familiarity with Microsoft 365 applications and basic administration
    • Strong customer service orientation with clear, patient communication skills, especially in face to face desk-side interactions
    • Solid troubleshooting skills for Windows devices, mobile devices, and common business applications
    • Basic understanding of networking concepts (Wi-Fi, VPN client troubleshooting) from an end-user support angle
    • Comfortable handling incoming incidents and shifting priorities throughout the day
    • Ability to work well within a small team, following established direction while managing individual incident response independently
    • Comfortable documenting processes and following established procedures
    • Familiarity with endpoint management tools (e.g., Intune) preferred
    • Any prior exposure to business application support (e.g., ERP, CRM, or line of business apps) is a plus but not required
    • Interest in growth areas such as application support, networking and infrastructure management, or other IT specialties is welcomed but not required
    • Expectation of being readily available to respond to incidents throughout the day

    By submitting to this position, you are agreeing to be included in our talent pool for future hiring for similarly qualified positions.

    EEO Notice

    Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

    Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact

    HR@vaco.com

    .

    Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

    Representation Notice

    By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

    For residents of Ontario, Canada: Based on Highspring’s discussions with its Client, Highspring’s understanding is that this position for employment is a current vacancy (either through Highspring as a contractor or with the client directly).

    Privacy Notice

    Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.

    • California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
    • Virginia residents may access our state specific policies here.
    • Residents of all other states may access our policies here.
    • Canadian residents may access our policies in English here and in French here.
    • Residents of countries governed by GDPR may access our policies here.

    Additionally, submissions to this position are subject to the use of AI to perform preliminary candidate screenings, focused on ensuring minimum job requirements noted in the position are satisfied. More details about Vaco by Highspring’s use of AI can be found here (https://www.highspring.com/ai-use-notices/). Further assessment of candidates beyond this initial phase will be conducted by recruiters and hiring managers. Vaco by Highspring does not know and cannot opine on if its client’s use of AI products in hiring.

    Pay Transparency Notice

    Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

    • the individual’s skill sets, experience and training;
    • licensure and certification requirements;
    • office location and other geographic considerations;
    • other business and organizational needs.

    With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

    About Company

    Vaco provides expert consulting, permanent placement, executive search and strategic staffing for companies around the world, in the areas of accounting, finance, technology, healthcare, operations, administration and more. As a premier talent solutions firm, Vaco connects people to their dream jobs and helps leading companies find talent to grow their business. Since its founding in 2002, Vaco has grown to more than 35 offices across the globe, 700+ employees, more than 3,000 consultants and $450M in revenue. Vaco has been named to Inc. magazine’s list of the fastest-growing private companies for past 11 years and is dedicated to developing long-term relationships, life-long careers and creative client solutions.

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