IT Support Analyst, FourKites

• The ideal candidate has a minimum of 4 years of progressive IT support experience in enterprise environments and a proven track record in managed service delivery or corporate IT support
• Required Education: Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience
• Experience Required
• Minimum 4 years of progressive IT support experience in enterprise environments
• Proven track record in managed service delivery or corporate IT support
• Operating Systems: Advanced proficiency in macOS, Windows 10/11, and Linux distributions
• MDM Platforms: Hands-on experience with Jamf or equivalent Apple device management solutions
• Security Tools: Working knowledge of CrowdStrike Falcon, Fortinet firewalls and VPN solutions
• SaaS Platforms: Experience with Google Workspace administration, Microsoft 365 Admin Center
• Ticketing Systems: Proficiency with Jira or similar ITSM platforms
• Networking: Understanding of VPN technologies, TCP/IP, DNS, DHCP, and firewall concepts
• Customer Service Excellence: White-glove support mentality, especially for executive users
• Problem-Solving: Solution-oriented approach with "can-do" attitude and creative thinking
• Communication: Clear technical communication with both technical and non-technical audiences
• Ownership: Takes initiative, follows through, and drives issues to complete resolution
• Adaptability: Comfortable with ambiguity and rapidly changing priorities in fast-paced environments
• Collaboration: Works effectively across teams and with external vendors
• Proactive issue identification and prevention

Desirable

• We are seeking an experienced IT Support Analst with 4+ years of hands-on experience to provide comprehensive technical support across our diverse technology infrastructure
• This role requires a versatile professional capable of managing enterprise systems, ensuring security compliance, and delivering exceptional white-glove support to end users including executive leadership
• We are looking for a detail-oriented professional to manage enterprise systems, ensure security compliance, and deliver exceptional technical support
• This role involves full device lifecycle management, MDM administration, network and security operations support, and compliance documentation
• End-User Support & Desktop Services
• Provide remote and on-site technical support for macOS, Windows 10/11, and Linux (Ubuntu, CentOS, Fedora) environments
• Perform system imaging, OS deployment, hardware troubleshooting, and software installation/configuration
• Manage complete device lifecycle from procurement and provisioning through decommissioning and secure data wiping
• Deliver white-glove technical support to C-suite executives with solution-oriented, proactive problem-solving
• Coordinate device shipping and setup for new hires across locations
• Mobile Device & Application Management
• Administer Jamf MDM platform for Apple device fleet management
• Configure and enforce mobile security policies and device enrollment processes
• Manage BetterCloud for SaaS application governance and user lifecycle automation
• Troubleshoot mobile device connectivity, security, and application issues
• Network & Security Operations
• Support and troubleshoot Fortinet VPN infrastructure and client connectivity across all platforms
• Assist with firewall configuration management and security policy implementation
• Utilize CrowdStrike Falcon for endpoint protection, threat detection, and basic forensic analysis
• Investigate security incidents and participate in incident response activities
• Monitor VPN performance, security alerts, and system logs for anomalies
• Asset & License Management
• Maintain accurate IT asset inventory with real-time tracking and lifecycle management
• Coordinate software license renewals for enterprise platforms (Google Workspace, Jira, Microsoft 365, Cisco Meraki, etc.)
• Track license utilization and optimize allocation to prevent over/under-licensing
• Manage warranty contracts and vendor relationships for hardware support
• Generate monthly inventory reports with discrepancy analysis
• Facilities & Infrastructure Support
• Maintain audio/visual equipment and troubleshoot video conferencing systems in conference rooms
• Perform daily health checks of conference room technology and booking systems
• Monitor and coordinate maintenance for printer fleet and print server infrastructure
• Manage secure printing solutions and supply chain coordination
• Compliance & Documentation
• Support ISO 27001 and SOC 2 Type II compliance requirements
• Maintain comprehensive documentation of system configurations, IT policies, and procedures
• Provide audit evidence and participate in compliance audits
• Update network diagrams and maintain change management logs
• Reporting & Administrative Duties
• Generate weekly status reports on open tickets and project progress
• Provide input for monthly SLA performance reports
• Participate in quarterly business reviews and technology roadmap discussions
• Contribute to knowledge base articles and IT documentation
• Engage in continuous improvement initiatives and automation projects
• Ability to work flexible hours including occasional after-hours support for critical issues
• Physical capability to lift and move computer equipment (up to 50 lbs)
• On-site presence required for hands-on device management, conference room support, and facilities coordination
• Participation in on-call rotation for critical infrastructure support
• Travel technology support capabilities for executive users
• Exposure to enterprise-scale infrastructure and security technologies
• Participation in automation and process improvement initiatives
• Opportunity to develop expertise in compliance frameworks (ISO 27001, SOC 2)
• Career progression path toward senior technical roles or IT management
• Cross-training on advanced security operations and forensic analysis