IT Support Analyst

IT Analyst at Tractian

At Tractian, our IT team is the backbone of our operations, ensuring that every employee has the technology and support they need to do their best work. Our team collaborates to build and maintain a high-end and robust environment of infrastructure, platforms, and assets. We are looking for an eager, hands-on Analyst to be the face of IT for our employees.

As an IT Support Analyst (N1), you will be the first point of contact for our bluecaps. Your primary goal is to ensure a smooth daily experience for our users by providing fast, empathetic, and effective technical support. You will learn directly from our Specialists and grow your technical skills in a modern workplace.

Responsibilities

• User Support (Helpdesk): Serve as the first line of support for our ~500 users, handling incoming tickets and requests regarding hardware, software, and access issues.
• Onboarding & Offboarding: Assist in setting up accounts (Google Workspace, Slack, etc.) and preparing workstations (MacBooks and Windows laptops) for new hires to ensure a "wow" Day 1 experience.
• Asset Management: Help manage the physical IT inventory, including organizing the stockroom, tracking assets, and handling shipping/logistics for remote employees.
• Office Tech: Perform daily checks on meeting rooms, technical spaces and critical points to ensure the office infrastructure is always ready for business.
• Endpoint Troubleshooting: Diagnose and resolve Tier 1 issues on Windows and macOS environments (e.g., password resets, software installation, VPN connectivity, Wi-Fi issues).
• Documentation: Contribute to our internal Knowledge Base (KB) by writing clear guides for users and documenting fixes for the IT team.

Experience

• 1–3 years of experience in IT Service Desk, Technical Support, or a strong background in computer hardware/maintenance.
• Excellent communication skills (written and verbal). You must be patient, empathetic, and eager to help people solve their problems.
• Solid working knowledge of Microsoft Windows and Apple macOS (you must be comfortable troubleshooting both). Familiarity with productivity suites (Google Workspace and Office 365). Basic understanding of networking concepts (IP, DNS, DHCP, Wi-Fi connectivity).
• Intermediate level of English. You will use English for conversations with the team and occasional contacts, as well as for reading technical documentation.

Would Be a Plus

• Bachelor's degree (completed or in progress) in Information Technology, Computer Science, or related fields.
• Entry-level certifications (e.g., ITIL, Google IT Support Professional).
• Exposure to ticketing systems (e.g., Jira Service Management, Zendesk, Freshservice).
• Basic exposure to MDM solutions (JumpCloud, Jamf, or Intune).
• A genuine passion for technology and automation.