IT System Analyst

In this role, you will act as the primary point of contact for IT employee support in the Bangalore office, as well as for remote employees internationally. You will utilize the helpdesk ticketing system (Zendesk) to participate in incident management and issue resolution including logging, tracking, documenting, and closing issues. Your responsibilities will also include: - Setting up, troubleshooting, and decommissioning employee laptops/desktops consisting of both macOS and Windows endpoints. - Provisioning and managing hardware/software for new hires. - Providing mobile device setup, installation, and post-installation support. - Supporting endpoint and SaaS software systems, troubleshooting issues, and handling access requests. - Supporting corporate network, phone system, printers, Audio/Video equipment, and other desktop-related support including Zoom room system operation and maintenance. - Documenting standards, best practices, and policies as needed using tools like Google Drive and Confluence. Preferred Qualifications: - 5-6 years of desktop support experience (including both macOS and Windows) - Experience with onboarding/offboarding - Deploying and troubleshooting experience with Mac and Windows (Heavy on Macs) - Okta administration experience, including setup and configuration of SAML applications, user groups, rules, and Workflows platform - Proficiency with SaaS administration experience with Okta, O365, Zoom, Slack, Google Workspace (Google Drive), Zendesk, JIRA/Confluence, VPN support - Experience with Active Directory, basic networking (TCP/IP), Windows servers pertaining to file permissions - Knowledge or implementation of mobile device management systems (MDM), such as Casper, JAMF, VMware WorkspaceOne, etc. - Experience with threat management systems and endpoint protection (AV) Minimum Qualifications: - 4+ years of desktop support related experience (including both macOS and Windows) - Bachelor of Science in a related field, such as Computer Science - Proficiency with setup, configuration, and decommission of employee hardware (laptops) - Experience with SaaS based applications - Proactive, ownership-driven, customer-focused, and possess a positive attitude toward all employee requests and needs - Excellent problem-solving skills and willingness to take on new challenges - Excellent customer service and interpersonal skills - Flexible and open to changing priorities and managing multiple tasks - Ability to quickly identify, prioritize, and execute critical tasks - Strong understanding of complex technical issues - Ability to communicate effectively, transfer knowledge, and follow up with end users across all levels of the company,