IT Support Analyst, SugarCRM

• Associate’s degree and/or IT certifications preferred (e.g., CompTIA A+, Microsoft, Apple ACSP, etc.)
• 2-5 years of professional IT support experience in a corporate environment
• Proficiency in Windows and macOS administration, solid understanding of networking fundamentals, security best practices, firmware, OS, and software patching
• A passion for providing exceptional end-user support with a service-oriented mindset
• Willingness to provide after-hours support as needed, strong attention to detail, and ability to troubleshoot and resolve IT issues independently
• Strong oral and written communication skills, with the ability to explain technical concepts to non-technical users
• Ability to handle challenging situations with professionalism, diplomacy, and problem-solving skills
• Excellent time management and organizational skills, balancing multiple priorities effectively
• A collaborative mindset, demonstrating teamwork across multiple departments

• As the local IT presence, you will play a crucial role in troubleshooting technical issues, implementing solutions, and collaborating with system administrators and network engineers to resolve challenges and support our corporate IT infrastructure
• Collaborate with internal teams and external vendors to minimize downtime and optimize IT performance
• Monitor and manage the IT Service Desk ticketing system, responding swiftly to urgent requests while meeting SLA response and resolution times
• Handle user provisioning, imaging, software installation, and system configurations
• Manage and troubleshoot Active Directory, Microsoft 365, Okta, Intune, and Kandji environments
• Support new hire onboarding, ensuring IT-issued equipment is fully functional and providing essential IT introductions
• Create and maintain how-to guides, FAQs, and training materials to empower employees
• Ensure a user-friendly approach while identifying and resolving root causes of technical problems through diagnostic questioning, offering support via in-person, email, chat, and phone
• Assist in configuring and imaging new hardware using Kandji, Intune, and Autopilot
• Participate in global IT initiatives and projects, contributing to company-wide IT improvements

• Excellent healthcare package for you and your family
• Savings and Investment – 401(k) match
• Unlimited Paid Time Off
• Paid Parental Leave
• Online Legal Services (Rocket Lawyer)
• Financial Planning Services (Origin)
• Discounted Pet Insurance (Embrace Pet Insurance)
• Corporate Benefit Program (Working Advantage). This benefit offers you exclusive travel and entertainment offers and special discounts that are not available to the general public
• Health and Wellness Reimbursement Program
• Travel Discounts
• Educational Resources - Career & Personal Development Program
• Employee Referral Bonus Program
• We are a merit-based company - many opportunities to learn, excel and grow your career!

Total funding: $139.2m

Many leading CRM software require a lot of manual entry. Meanwhile, they have little job-specific functionality, making tracking and interacting with potential and current customers time-consuming and inefficient. SugarCRM, which started as a project to elevate CRM with automation, has since grown into an AI-driven cloud product used by thousands of companies across the globe.