IT Support Analyst

The IT Support Specialist is responsible for making sure that our employees have everything they need to do their job, and ensuring minimal downtime when issues arise.
The IT Support Specialist supports the business in three key ways. First, this role provides user support: fielding incoming requests and ensuring that staff have what they need to do their job. This includes administration of various systems and applications, hardware inventory, device provisioning and process improvement. Second, with guidance and oversight from the Director of IT, this role supports new projects that help drive organizational initiatives forward, especially around security, automation, architecture and efficiency. Third, this role is responsible for helping drive the adoption of IT software and services through targeting training, email campaigns or other delivery methods.
Primary Responsibilities

• Maintain consistent and exceptional IT support and service quality to Expel employees
• Ensure new user accounts, access and hardware are provisioned on time
• Maintain and provide support for conference rooms, video conferencing systems and cloud applications
• Provide users with guidance and training on how to best use various tools and services
• Create and routinely update internally and end-user facing documentation and standard operating procedures
• Drive software and IT services adoption through various delivery methods such as email campaigns, one to ones, lunch and learns, just to name a few
• Routinely recommend opportunities for process or systems improvement based on user feedback and trends
• Build documentation for the IT knowledge base, thinking proactively about issues that may arise
• Generate reports and metrics as needed
• Participate in engineering projects as needed

Non-Technical Skills Required

• Excellent communication skills, both written and verbal
• The ability to juggle a combination of interrupt-driven and project-level work
• Strong analytical skills in support of troubleshooting
• Strong project & time management skills

Technical Skills Required

• Exceptional technology troubleshooting ability, including root cause analysis
• Experience administering Windows and macOS operating systems
• Understanding of basic networking concepts such as VLANs, subnets, wireless troubleshooting, etc.
• Understanding of macOS and Windows 10 OS's, troubleshooting and support
• Experience with managing our cloud apps (e.g. G-Suite, Office365, Slack, Confluence, etc.)
• Experience of administration in Okta relative to managing groups and application access

Education and Experience

• Associate's degree or equivalent experience
• Professional certification in any or all of the following are a plus:

• CCENT
• CCNA
• CompTia A

• 3-4 years of professional experience

Work Location
We are not accepting candidates outside of the DC-Metro area for this position at this time. Our headquarters is located in Herndon, Virginia.
Work Authorization
Applicants must be authorized to work in the United States.

EEO Statement
Expel is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

Job Type: Full-time