IT Support Analyst

About You:

You are a tech-savvy detective with a knack for juggling priorities. You’re adept in cloud technologies and troubleshooting issues across hardware, software, and networks. You excel at proactive communication and go the extra mile to ensure organizational cohesiveness and understanding. You’re meticulous, with an eye for details and a tenacity for solving technical puzzles. You have a growth mindset with a passion for expanding your knowledge within the industry. You thrive in an analytical, creative, and collaborative culture. 

Does this sound like you? If so, Level Agency is currently looking for a passionate IT Support Analyst to further their career with our team.

The successful candidate will be motivated to excel in this role and enthusiastic about supporting the agency. The ideal candidate will have experience in end-user support within a cloud-based infrastructure and/or a willingness to dive in and learn these environments quickly. Level will provide extensive training, guidance, and support, as well as the opportunity to experience the industry from the inside and gain valuable work experience.

About Us: 

At Level, we use the scientific method to drive effective performance marketing campaigns for our clients. Everything from media planning to the ad creative is done with methodical care. Our teams use a “Test. Learn. Grow.” framework that allows them to act with urgency and quickly adapt to the ever-changing world of performance marketing. This nimbleness and willingness to rethink what we know leads to better decision-making—and the confidence our clients need to pursue bold ambitions.   

Recently ranked on the Inc. 500's Fastest-Growing Private U.S. Companies and one of Pittsburgh's Best Places to Work, Level delivers powerful and comprehensive online solutions including multi-channel digital marketing, search engine optimization, lead generation, website development, ROI reporting, and much more. 

Level is an equal opportunity employer, a Military Friendly® partner, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About the Position: 

The IT Support Analyst will join a team of technology experts. This role provides critical technical support to our remote-first digital marketing agency. This role will own troubleshooting a wide range of hardware, software, and network issues for our geographically dispersed workforce across the US. The successful candidate will have expertise in both Windows and macOS environments, as well as comfort with remote troubleshooting techniques. This role will focus on end-user support within a cloud-based infrastructure while provisioning new equipment, managing user accounts and access for SaaS applications, and controlling equipment decommissioning. This role reports to the  IT Director. The salary range for this position is $55k-$65k. 

We are interested in every qualified candidate who is eligible to work and will perform the work in the United States. We are not able to sponsor visas. 

Your Impact:

• End-User Support: You’ll respond to and resolve technical issues across hardware, software, and networks in a remote work setting via phone, email, video conferencing, or support ticketing system. Troubleshooting examples: connectivity problems, assisting with home office setups, and guiding users through collaboration tools and remote access software.
• Account Management: You’ll create, manage, and disable user accounts for various systems and SaaS platforms and perform routine password resets.
• Equipment Lifecycle Management: You’ll provision new equipment for onboarding employees, including computer setup, peripheral configuration, and coordination of remote shipping and setup. You’ll own the process of guiding new users through the remote setup of their devices. You’ll decommission equipment from departing employees, including data wiping, coordination with shipping providers, and secure disposal.
• External Vendor Management: You’ll work with external vendors for seamless coordination of shipping logistics to ensure the efficient process of computer deployment and reclamation. 
• SaaS Administration: You’ll assist with onboarding and offboarding users for various SaaS (Software-as-a-Service) platforms and collaborate with other IT team members to manage licenses and troubleshoot access issues.
• Documentation and Training: You’ll maintain detailed records of support tickets, resolutions, and equipment inventory. You’ll create and update user-facing documentation to aid in self-service troubleshooting to support remote users.

Requirements

• 2-4 years of experience in an IT support role showcasing a deep understanding of computer science in a remote, hybrid, or distributed environment. 

• Excellent troubleshooting and problem-solving skills across hardware and software, with a strong understanding of both Windows and macOS operating systems.
• Proven experience assisting in IT and security policy development and education.
• Exceptional written and verbal communication skills 
• Proficiency with Google Workspace, Zoom, and other IT management tools including enterprise password managers, remote support and monitoring software, etc.
• Experience managing performance and administrative tasks within cloud-based business applications.
• Ability to work independently and collaborate effectively within a team in a remote environment.
• Exposure or some experience developing and enforcing information security practices in a business environment.
• Familiarity with generative AI technologies, with a willingness to learn and apply these concepts in real-world scenarios.

Benefits

• Remote work from anywhere in the US with an internet connection

• Performance reviews every six months
• 401k plan with 3% employer contribution
• 12 annual paid holidays with an additional 2 floating holidays
• 15 PTO days + 1 additional day per year of service
• Summer Fridays
• Great medical benefits including 100% employer-paid vision and dental
• Medical travel reimbursement policy
• 60 Days of Paid Parental leave benefit after 6 months of full-time service
• Career advancement opportunities
• Employee appreciation programs