IT Support Analyst I - Security Potawatomi Ventures

Job description

Summary The Support Analyst I with Security focus plays a critical role in providing frontline technical support and customer service while actively supporting the organization’s cybersecurity posture. Supporting a medium-sized enterprise with over 30 subsidiaries under a shared IT service model, this role serves as the primary point of contact for employees experiencing IT-related issues. In addition to troubleshooting hardware, software, access, and connectivity problems, the analyst assists with security monitoring, secure account handling, risk awareness, and escalation of potential security incidents. Success in this role requires meeting ITIL KPIs, knowledge sharing, strong communication skills, a customer-first mindset, and an interest in cybersecurity and continuous learning. Key Responsibilities: Customer Support and Service Delivery: - Serve as the first point of contact for inbound IT support requests via ticketing system, phone, and remote support tools. - Troubleshoot and resolve hardware, software, network connectivity, access, and endpoint issues. - Document incidents, service requests, and resolutions in the IT Service Management (ITSM) platform. - Communicate clear...