IT Support Analyst

About the role

Marcus Evans is seeking an IT Support Analyst to provide 1st and 2nd line technical support for end‑user computing, Microsoft 365 services, voice systems and basic network connectivity. The role is based in Chicago and primarily supports the North American user base while collaborating with global IT teams.

Key responsibilities

• Provide 1st and 2nd line Service Desk support for desktop, Microsoft 365, applications and voice‑related issues.
• Diagnose and resolve hardware and software problems in Windows 10/11 enterprise environments.
• Administer user and computer accounts in Active Directory and Azure AD, including password resets and group changes.
• Manage device enrollment and policy enforcement using Microsoft Intune.
• Troubleshoot networking issues such as DNS, DHCP, VPN, firewalls and switch connectivity.
• Maintain accurate ticket documentation and adhere to SLA targets.

Required profile

• 2+ years of experience in a 1st/2nd line IT support role.
• Strong working knowledge of Microsoft 365 administration and Windows 10/11 environments.
• Experience with Active Directory, Azure AD and Microsoft Intune.
• Basic understanding of networking concepts (DNS, DHCP, VPN, firewalls, switches).
• Excellent written and verbal communication skills and a customer‑focused mindset.

Required skills

• Windows 10/11
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Active Directory
• Azure AD / Entra ID
• Microsoft Intune
• DNS, DHCP, VPN, firewalls, switches
• Service Desk ticketing systems