IT Analyst

The candidate will have responsibilities across the following functions:

IT Support L1 and L2

• Serve as the primary point of contact for all IT incidents, service requests, and queries via Freshservice.
• Triage, categorize, and resolve tickets within defined SLA/OLA timelines; escalate to L3 or external vendors as appropriate.
• Provide hands-on and remote support across macOS, Windows, and mobile devices.
• Maintain high first-contact resolution rates and uphold a strong end-user experience standard.
• Identify recurring issues and proactively drive automation or permanent resolution to eliminate repeat tickets.

Identity and Access Management (IAM)

• Administer JumpCloud for end-to-end user lifecycle management, onboarding, offboarding, MFA enforcement, SSO configuration, and device binding.
• Manage Google Workspace users, organizational units, groups, and policies via SAML SSO and SCIM provisioning.
• Conduct monthly access reviews across 70+ SaaS applications; identify anomalies and coordinate remediation.
• Build and maintain automated provisioning and deprovisioning workflows in Freshservice aligned with HR processes.
• Drive reduction in manual access management tasks through scripting and workflow automation.

Endpoint Security and Device Management

• Manage CrowdStrike Falcon for endpoint protection; configure detection policies, monitor sensor health, and review alerts.
• Investigate security alerts and escalate confirmed or suspected threats to the security team.
• Ensure complete endpoint coverage across macOS and Windows device fleets.
• Enforce device compliance and configuration policies via JumpCloud MDM.
• Automate software deployment, configuration enforcement, and patch distribution using scripts and packaged deployments (. pkg, etc. ).

ITSM Administration Fresh Service:

• Own the end-to-end configuration and continuous improvement of the Freshservice service catalog, SLA policies, workflow automations, approval chains, and agent setup.
• Design and maintain automated workflows for employee onboarding, offboarding, access requests, and asset allocation.
• Maintain accurate asset and configuration records within the CMDB.
• Produce regular reports on ticket volume trends, SLA adherence, backlog health, and resolution metrics.
• Champion a culture of process documentation and workflow standardization across the IT function.

IT Asset Management:

• Maintain a real-time, accurate inventory of all IT assets: laptops, peripherals, accessories, and mobile devices.
• Manage the complete asset lifecycle: procurement, assignment, refresh, and decommissioning.
• Conduct periodic physical audits and reconcile against system records.
• Coordinate with the Finance team for procurement planning, purchase orders, and vendor management.

Requirements:

• 2-4 years of experience in IT support or IT operations roles.
• Demonstrated hands-on experience with: JumpCloud IAM and MDM administration, Google Workspace user and policy administration, CrowdStrike Falcon EDR and endpoint protection, Freshservice or equivalent enterprise ITSM platforms
• Working knowledge of SSO protocols (SAML, SCIM) and SaaS access control.
• Proficiency in scripting (Shell, Python, or equivalent) for IT automation tasks
• Understanding of endpoint security principles and device compliance frameworks