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The Support Analyst supports the configuration, maintenance, troubleshooting, and reliability of end-user devices, local networks, servers, Microsoft 365, Azure, other SaaS/cloud applications, and customer-facing MSP environments.

This role provides hands-on technical support for desktops, laptops, mobile devices, Microsoft 365, SharePoint, Active Directory, Azure, other SaaS/cloud applications, local servers, and basic network infrastructure. The Support Analyst also performs onsite support for MSP customers, assists with equipment deployments, replaces hardware, supports Field Technicians and Customer Service, and helps maintain the functionality and data integrity of supported systems and networking equipment.

This position requires strong customer service, practical troubleshooting skills, documentation discipline, and the ability to support both internal users and customer environments in the field.

Key Outcomes of the Role:

Success in this role looks like:

• Reliable support for internal and external users, along with MSP customers across devices, systems, cloud services, and networks 
• Desktops, laptops, mobile devices, user accounts, and applications that are configured securely and consistently 
• Customer site visits, hardware replacements, equipment installs, and service requests completed professionally 
• Microsoft 365, SharePoint, Active Directory, Azure, and other SaaS/cloud applications supported effectively 
• Local networks, servers, routers, switches, firewalls, and managed devices maintained and escalated appropriately
• Field Technicians, Customer Service, and senior technical staff supported with clear communication and follow-through 
• Accurate documentation of assets, configurations, support actions, site work, and escalation details 
• Strong adherence to security, access control, patching, disaster recovery, and operational procedures

IT & Platforms Team Role:

Members of the IT & Platforms Team:

• Embody and reinforce the company’s ASCEND principles: Accountable, Solutions-Oriented, Curious, Empowered, Nimble, and Data-Driven 
• Support secure, reliable, scalable, and well-documented technology platforms 
• Follow established standards for configuration, documentation, monitoring, security, change control, and escalation 
• Proactively identify technical debt, recurring issues, infrastructure risks, and opportunities for improvement 
• Partner with Operations, Support, Field Services, Customer Service, vendors, and customer stakeholders 
• Balance speed and stability by using tools, automation, and standard processes where they reduce risk and improve supportability 
• Maintain a mindset of continuous improvement, technical curiosity, and professional ownership

Essential Duties and Responsibilities:

End-User Device & Application Support

• Set up, install, configure, maintain, and troubleshoot standardized desktop and laptop hardware
• Support operating systems, business applications, printers, peripherals, mobile devices, and user-facing technology
• Troubleshoot desktop/laptop software, hardware, connectivity, account, and access issues
• Maintain and upgrade iPhone and Android devices for business users
• Support Microsoft 365, SharePoint, Exchange-related services, Teams, OneDrive, and related collaboration tools
• Assist with user onboarding, device replacement, asset tracking, and endpoint lifecycle activities

Systems, Cloud & SaaS Administration

• Configure and maintain local servers, cloud-based servers, Azure services, and related cloud infrastructure
• Manage and support Active Directory, Entra ID, user accounts, groups, permissions, and access requests
• Administer and support Microsoft 365, Azure, and other third-party SaaS applications, including user provisioning/deprovisioning, license management, SSO/MFA, and vendor coordination
• Support patching, endpoint security, access control, backup, and disaster recovery procedures
• Assist in planning disaster recovery procedures, including the annual drill
• Conduct product research, gather pricing, place orders, and recommend equipment or technology improvements

Network & Infrastructure Support

• Configure, maintain, deploy, and monitor active networking hardware under established standards
• Support local area networks, routers, switches, firewalls, wireless devices, and similar networking gear
• Maintain the functionality, availability, and data integrity of supported network hardware
• Install and configure routers and network equipment both in-house and at customer sites
• Run cables, wrap wire, label equipment, and assist with physical installation work
• Escalate complex network, server, security, or cloud issues with clear troubleshooting notes and impact details

MSP Customer & Field Support

• Provide onsite and remote technical support for MSP customer environments
• Perform customer site visits for hardware replacement, equipment installation, troubleshooting, service validation, and follow-up work
• Support customer desktops, laptops, mobile devices, routers, switches, firewalls, wireless equipment, cloud services, and managed hardware
• Assist Field Technicians and Customer Service with customer-impacting technical issues
• Communicate professionally with customer contacts during onsite work, remote support, and issue resolution
• Document customer-site work, asset changes, configuration details, support actions, and escalation needs

AI, Automation & Responsible Tooling

• Use approved AI and automation tools to support troubleshooting, documentation, research, ticket quality, and task efficiency
• Protect confidential, customer, security, and business-sensitive information when using AI or automation tools
• Validate AI-assisted guidance before applying changes to user devices, customer environments, systems, or network equipment
• Use approved tools to improve consistency, documentation, knowledge sharing, and support quality

The above-cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• High school diploma or equivalent required; associate degree, technical training, or related coursework preferred 
• Five years of experience in desktop support, systems support, network support, field support, MSP support, or a related technical role preferred 
• Experience building, upgrading, deploying, and troubleshooting desktop and laptop hardware required 
• Experience with Microsoft 365, SharePoint, Exchange-related services, Active Directory, Entra ID, Azure, and other SaaS/cloud applications preferred 
• Experience administering SaaS applications (user/license management, SSO/MFA) and supporting Microsoft Server, Linux, and local/cloud-based servers preferred 
• Experience installing, configuring, or supporting WAN/LAN networking hardware, including routers, switches, firewalls, wireless devices, and managed networking equipment preferred 
• Experience supporting onsite customer environments, MSP customers, Field Technicians, or customer-facing technical deployments preferred 
• Familiarity with endpoint security, patching, backup, disaster recovery, asset management, and documentation practices preferred 
• Certifications such as CompTIA A+, Network+, Security+, Microsoft, Azure, Cisco CCNA/CCNP, or equivalent experience are preferred

Knowledge/Skills/Abilities:

• Strong hands-on troubleshooting skills across desktops, laptops, mobile devices, applications, accounts, networks, and cloud services 
• Working knowledge of Microsoft 365, SharePoint, Active Directory, Entra ID, Azure, Microsoft Server, and common third-party SaaS applications 
• Basic to intermediate understanding of LAN/WAN networking, routers, switches, firewalls, wireless, cabling, DNS, DHCP, and VPN concepts 
• Strong customer service skills with the ability to support internal users and MSP customers professionally 
• Ability to perform onsite technical work, including hardware replacement, equipment installation, cabling support, and service validation 
• Ability to communicate technical information clearly to users, customer contacts, Field Technicians, Customer Service, and senior technical staff 
• Strong attention to detail when documenting support actions, configurations, assets, site work, and escalation notes 
• Ability to manage multiple service requests, priorities, customer needs, and operational tasks 
• Ability to work independently while knowing when to escalate complex issues 
• Dependable, organized, proactive, and committed to secure, reliable, customer-focused support

Equal Employment Opportunity and Preference Policy

The Company is an Equal Opportunity/Affirmative Action Employer. In accordance with the Salt River Pima-Maricopa Indian Community preference policy and applicable law, preference in employment, promotion, transfer, training, and rehire will be given in the following order: (1) Enrolled SRPMIC Community Member Veteran, (2) Enrolled SRPMIC Community Member, (3) Legal Spouse of an Enrolled SRPMIC Community Member, (4) Enrolled Member of another federally recognized Indian Tribe, and (5) other qualified applicants. All employment decisions are based on qualifications, ability, and job performance.