IT & Application Support Analyst

We are seeking a versatile and customer-focused IT & Application Support Analyst to support both internal employees and external clients. This role combines desktop and SaaS support, helpdesk operations, and application support. The successful candidate will play a critical role in onboarding new employees to our technology platforms, maintaining smooth day-to-day operations of internal systems, and providing first-line support to clients using our proprietary software application.

This role requires strong troubleshooting skills, clear communication, and the ability to triage issues effectively escalating bugs and complex problems to engineering teams while ensuring an excellent user experience.

Key Responsibilities:

Internal IT & Desktop Support (Employee Onboarding and Operations)

• Provide first- and second-line support for internal users across laptops, operating systems, and SaaS-based business applications.
• Onboard new employees by provisioning user accounts, access, and licenses across core technology platforms and tools.
• Configure and support identity and access management, including user access, permissions, and role-based access contro.
• Assist with Single Sign-On (SSO) configurations and user access issues, with a working knowledge of AWS and Azure Active Directory / Entra ID.
• Support common SaaS platforms (e.g., productivity tools, collaboration platforms, ticketing systems, CRM, etc.).
• Troubleshoot issues related to authentication, MFA, account lockouts, and access provisioning.
• Document onboarding procedures, internal support processes, and common issues for knowledge bases
• Partner with internal teams to improve tooling, access workflows, and support efficiency.

Client Helpdesk & Application Support

• Serve as first-line support for clients using a specific software application.
• Respond to support requests via ticketing systems, email, or other support channels in a timely and professional manner.
• Troubleshoot basic application issues, configuration problems, and usage questions.
• Reproduce reported issues where possible and gather sufficient detail (steps, screenshots, logs) to support diagnosis.
• Triage and escalate confirmed bugs or complex issues to the development team with clear documentation.
• Track issue status and communicate updates to clients until resolution
• Assist with basic user training and guidance to improve client adoption and satisfaction.
• Contribute to application support documentation and FAQs.

Required Skills and Experience:

• 2–3 years of experience in a helpdesk, desktop support, IT support, or application support role.
• Strong experience supporting SaaS-based applications and end users in a business environment.
• Ideally they have a working knowledge of Azure Active Directory / Entra ID and AWS including user management and access troubleshooting.
• Familiarity with SSO concepts, identity providers, and authentication workflows.
• Experience using ticketing and service-management tools (e.g., Jira Service Management, ServiceNow, Zendesk, Freshservice, etc.).
• Strong troubleshooting and analytical skills with the ability to isolate root causes.
• Excellent written and verbal communication skills, especially when supporting non-technical users.
• Ability to balance internal support responsibilities with external client-facing work.

Nice to Have:

• Experience supporting proprietary or custom software applications
• Basic understanding of software development lifecycles and bug-tracking workflows
• Exposure to cloud platforms or modern IT environments
• Experience creating or maintaining knowledge-base documentation
• Prior experience in a professional-services or software company

Key Attributes:

• Customer-first mindset with a calm and professional approach to problem solving
• Highly organized with strong attention to detail
• Comfortable working across internal teams and external clients
• Able to prioritize and manage multiple support requests simultaneously
• Curious and proactive about improving systems, processes, and user experience