IT Support Analyst
Delivers first- and second-level technical support for end users at IT services firm Orion Innovation in India — troubleshooting Windows/macOS laptops, desktops, and mobile devices, resolving ServiceNow tickets, and administering Active Directory and Microsoft 365 accounts with a white-glove support focus.
- Compensation
- Not disclosed
- Location
- India
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Must have
- 2-4 years of experience in IT support or a technical service desk environment
- Proficiency in Windows and macOS operating systems, including configuration and troubleshooting
- Experience using Active Directory for user management and authentication
- Hands-on experience with ServiceNow or similar ITSM/ticketing platforms
- Strong understanding of end-user hardware, mobile devices, and software applications
- Familiarity with Microsoft 365, remote support tools, and basic networking concepts
- Knowledge of cybersecurity fundamentals and endpoint protection best practices
- Excellent communication and interpersonal skills with a focus on customer satisfaction
Nice to have
- Bachelor's degree in Information Technology, Computer Science, or related field
Full description
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Orion Innovation is a premier, award-winning, global business and technology services firm. Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity. We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.
Job Title: IT Support Analyst Job Summary:
The IT Support Analyst plays a critical role in delivering exceptional technical support and ensuring the smooth operation of end-user computing environments. This position is responsible for diagnosing and resolving hardware, software, and network issues while maintaining a high level of customer service and professionalism. The ideal candidate will demonstrate strong technical acumen, attention to detail, and a commitment to providing a “white-glove” support experience to all employees.
Key Responsibilities:
- Provide first- and second-level technical support for Windows and Apple macOS laptops, desktops, peripherals, and mobile devices.
- Troubleshoot and resolve software, hardware, and connectivity issues efficiently to minimize downtime.
- Manage and resolve incidents and service requests through the ServiceNow ticketingsystem, ensuring timely updates and accurate documentation.
- Perform user account administration and access management within ActiveDirectory and Microsoft 365 environments.
- Install, configure, and maintain operating systems, applications, and approved IT tools.
- Deliver white-glove IT support to executives and Orion employess, ensuring a seamless and professional end-user experience.
- Assist with onboarding and offboarding activities, including provisioning and recovery of IT assets.
- Support IT initiatives and projects such as hardware refreshes, software deployments, and system upgrades.
- Monitor system performance, identify potential issues, and escalate to senior IT staff as necessary.
- Maintain compliance with company IT policies, standards, and security practices.
- Provide end-user guidance and training on IT systems, tools, and best practices.