IT Support Analyst

📋 Description

• Act as primary point of contact for internal employee IT issues via ticket submission, Slack, and
• Build and maintain AI-driven self-service solutions: prompt-engineer Slack bots, configure
• Continuously identify high-volume, repetitive tickets and leverage automation and AI to eliminate
• Own knowledge base quality: use AI tools to surface gaps, draft articles, and keep documentation
• Provide L1/L2 support for endpoints and standard enterprise apps.
• Troubleshoot hardware, software, and network connectivity issues; escalate complex cases to L3

🎯 Requirements

• Curiosity and drive: you investigate problems thoroughly, ask why before escalating, and follow
• AI-first instinct: you already reach for AI tools when you're stuck, learning something new, or
• Clear communicator: you can explain a technical issue to a non-technical employee and you
• Ownership mindset: when something breaks or keeps breaking, you don't wait for someone to assign
• Hands-on IT experience: You’ve spent time in a Service Desk support role— we want to see that