IT Support Analyst

About UsWe are a team of experts driven by our commitment to providing technologically advanced life safety and security solutions that protect lives, critical infrastructure, and valuable information. Due to our expertise and keen focus on customer service, Evergreen Fire and Security is a recognized leader in both the Federal Government and commercial markets, where we are entrusted to provide fire alarm, access control, intrusion detection, CCTV, mass notification, and other critical protection systems designed to meet their specific needs.Our success is primarily based on the experience and skills of the best and brightest employees in the industry. We are looking for an experienced IT Support Analyst to join this fantastic team. The RoleThis important role is the first point of contact for users seeking technical support. We are looking for someone with a combination of strong technical aptitude and customer service skills to troubleshoot and service IT requests. You will be involved in, and gain experience across, a wide spectrum of IT services including technical troubleshooting across hardware and software, basic networking equipment, system and user documentation, inventory tracking, systems updates, and working with all internal and external customers as it relates to service calls and user training. Job Duties and Functions Customer ServiceInvestigates and troubleshoots application and hardware issues, escalating to level 2 team or vendors when neededReceives and closes IT requests within the realm of IT Support Analyst (or otherwise escalates to level 2 team)Provides technical support for both hardware and software issues encountered by staff and partners Leads initial problem-solving efforts, potentially involving outside vendors and other support personnelWillingness to “roll up sleeves?? to tackle ambiguous or complex requests/issuesProfessional, friendly demeanor, using Teams chat, email, and phone for communication (in addition to in-person conversations on in-office days)Reliably keeps tickets and users up to date on open ticketsWorks with vendors/partners in addition to internal resources to effectively to close requests and issuesTechnicalSets up new computers and phones for usersConfigures new, modifies, and disables user accounts upon request and approvalInstalls application by request and approvalAssists in project work for roll out of new technology and associated processesContributes to and maintains system standardsRepairs and recovers from hardware or software failuresDocumentationThoroughly fills out new support tickets and provides timely updates to requestersProactively creates knowledge base articles for IT team and user base when neededProcurementResponsible for planning and purchasing of equipment and resources as approved by leadership (e.g. peripherals, printers, ink, phones cases, etc.) The Necessities Strong technical aptitudeOutstanding customer serviceWorking knowledge of Microsoft software applications, including MS Office Suite and Office 365, as well as applications specific to an IT support departmentStrong verbal and written communication skills Effective listenerAbility to balance collaboration with getting things doneAbility to work with minimal supervision and respond to requests for IT assistance after standard work hours Solid analytical skillsStrong problem-solving skillsAbility to learn autonomouslyNice To Haves Familiarity with:M365 administration and Microsoft productsTicketing/ITSM systemsAntivirus and cybersecurity basicsBasic networking2+ years in IT supportThe Benefits Competitive payPaid Time Off (PTO)Paid holidaysMedical, dental, and vision insurance plans401(k) planUp to 4% match available100% vested from day oneHealthcare flexible spending accountsDependent care flexible spending accountsEmployee Assistance Program (EAP)Company-sponsored group term life insuranceCorporate perks programOpportunities to participate in voluntary benefits such as pet insurance, voluntary life insurance, disability insurance, long-term care, hospital indemnity insurance, critical illness insurance, legal services, identity theft protection, and accident insurancePay range is $33 - $38 per hour for well-qualified candidates. We also offer opportunities for training and advancement in a fast-paced, inclusive, and rewarding working environment. Check us out on Facebook, LinkedIn, or at

Created: 2025-09-22