IT Support Analyst

Who We Are Looking For

The IT Support Analyst is responsible for providing 1 st level technical support to Crisis24 end users in office, and remotely.

This role involves diagnosing and resolving hardware, software, and other IT-related issues while maintaining a high level of customer service.

A strong focus on problem-solving, communication, multitasking and continuous improvement is essential for this role.

This is a full-time, hourly, non-exempt position.

Regular hours are Monday-Friday in-office at the Boca Raton, FL office, with emergency on-call rotation during the week and on weekends.

This position may require occasional long hours and weekend work.

What You Will Work On

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Respond to user inquiries via phone, email, or in-person and provide timely technical support.


* Diagnose and resolve hardware and software issues related to desktops, laptops, printers, and other peripherals.


* Install, configure, and maintain software applications, operating systems, and network components.


* Collaborate with other IT teams to escalate complex issues and ensure timely resolution.


* Document support requests, solutions, and troubleshooting steps in a knowledge base.


* Assist with user account management, password resets, and access permissions.


* Provide training to end-users on IT tools and best practices.


* Monitor and maintain IT inventory, including hardware and software licenses.


* Assist users with mobile device setup, configuration, and troubleshooting (e.g., smartphones, tablets).


* Participate in cross-functional projects and initiatives.


* Participate in on-call rotations for after-hours support.


* Performs other duties as assigned.



* Work Environment: This job operates in a professional office environment.

This role routinely uses standard office equipment.


* Physical Demands: The physical demands described here are representative of those which must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear.

The employee must occasionally lift or move office products and supplies, up to 20 pounds.

What You Will Bring



* Formal training and/or equivalent experience in Computer Science, Information Technology, or related field (Associate's degree is preferred).


* Proven experience in IT support, help desk, or technical troubleshooting.


* Strong knowledge of Windows and macOS operating systems.


* Familiarity with Active Directory, Microsoft Office 365, and basic networking concepts.


* Excellent problem-solving skills and ability to work independently.


* Customer-oriented approach with e...