We Are Hiring - IT Support Analyst

We are looking for an experienced and proactive IT Support Analyst to join our technical support team. The ideal candidate should have prior Helpdesk experience, hands-on knowledge of Citrix environments, and familiarity with Azure DevOps-based monitoring and reporting. This role involves providing end-to-end support for users, ensuring systems remain operational and secure through consistent monitoring, troubleshooting, and timely issue resolution. The position operates in rotational shifts (4:00 a.m, -12:00 p.m. EST and 12:00 p.m. - 8:00 p.m. EST) to maintain full-day coverage and seamless shift handovers.

Roles & Responsibilities
. Monitor system dashboards and alerts to prepare daily operational readiness reports.
. Review and manage conferencing device status and perform remote troubleshooting or reboots when needed.
. Manage Citrix sessions, including terminating inactive sessions and resolving login or performance issues.
. Diagnose and troubleshoot VPN, VDI, and Wi-Fi connectivity problems.
. Install, configure, and troubleshoot printers, applications, and hardware peripherals such as docking stations, cameras,
. Provide end-user support for Office 365 and other corporate or third-party applications. and monitors.
. Perform driver updates, firmware installations, and ensure systems are up to date.
. Handle account unlocks, password resets, BitLocker recovery, and MFA reconfiguration in line with company security procedures.
. Maintain accurate and detailed records in the ticketing system, ensuring timely updates and proper documentation.
. Coordinate handovers between shifts, ensuring consistency and clarity in ongoing support activities.
. Follow defined SLAs, escalation procedures, and operational standards to ensure reliable and prompt issue resolution.
. Participate in team meetings, knowledge-sharing sessions, and contribute to improving helpdesk operations and documentation.

Qualifications
. Bachelor's degree in Information Technology, Computer Science, or related field.
. 3-6 years of prior Helpdesk or Technical Support (L1/L2) experience in a corporate environment.
. Proven experience supporting and troubleshooting Citrix environments.
. Solid understanding of:
- Windows operating systems, Active Directory, and Office 365 administration.
- Network fundamentals including VPN, VDI, and Wi-Fi support.
- Common hardware and peripheral troubleshooting.
. Experience with ticketing systems such as Azure DevOps, ServiceNow, Jira, or equivalent.
. Strong problem-solving skills with attention to detail and the ability to prioritize multiple tasks.
. Excellent communication skills with a customer-focused approach.
. Flexibility to work in rotational EST shifts for continuous support coverage