IT Support Analyst – Technical Support for End‑User Devices

About the role

Charter is seeking a customer‑focused IT Support Analyst to maintain the stability, security and performance of its IT infrastructure. The role involves troubleshooting end‑user devices, Microsoft 365 services, network equipment, virtualization platforms and security appliances while delivering exceptional service.

Key responsibilities

• Provide Tier 1 and Tier 2 support for desktops, laptops, mobile devices, printers and business applications.
• Troubleshoot hardware, software, OS, network connectivity and Microsoft 365 issues.
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive and Entra ID.
• Manage user accounts, permissions, licensing and access requests.
• Support Juniper network infrastructure – switches, routers, wireless, VPNs and VLANs.
• Maintain Hyper‑V virtual environments, backups and disaster‑recovery processes.
• Configure and monitor Palo Alto firewalls, VPNs, security policies and vulnerability remediation.
• Perform system maintenance, patch management, monitoring and IT asset lifecycle management.

Required profile

• Diploma or degree in Information Technology, Computer Science or related field.
• 3+ years of experience in IT support, help‑desk or infrastructure support.
• Strong analytical, troubleshooting and organizational abilities.
• Excellent verbal and written communication skills with the ability to manage multiple priorities.

Required skills

• Windows operating systems
• Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID)
• Active Directory
• Hyper‑V virtualization
• Juniper networking (switches, routers, wireless, VPN, VLAN)
• Palo Alto firewalls
• TCP/IP, DNS, DHCP, VPN, VLAN concepts
• Patch management, backup and disaster‑recovery procedures