IT Support Analyst

Marcus Evans is a global media, corporate marketing, and business intelligence company with a workforce of 3,000 professionals across 59 locations worldwide. The company delivers timely information across various sectors and markets, supporting client growth and performance. The IT Support Analyst role is based in Chicago and primarily supports the North American user base, providing 1st and 2nd line technical assistance for end-user computing, Microsoft 365 services, applications, voice systems (3CX), and basic network connectivity issues. Operating within a global follow-the-sun support model, this position involves collaboration with IT teams in EMEA and APAC, occasionally providing remote support during regional overlap or escalation periods. All cross-regional support is coordinated through the global Service Desk system. The role requires delivering prompt, high-quality technical support, resolving incidents efficiently, maintaining accurate documentation, and escalating issues as per global IT standards. This is an in-person position based in the Chicago office.

Key Responsibilities

- Provide 1st and 2nd line support for desktop, Microsoft 365, application, and voice-related issues using the Service Desk platform.
- Diagnose and resolve hardware and software issues in Windows 10/11 enterprise environments.
- Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive, with escalation to 3rd line Infrastructure Support when necessary.
- Resolve incidents within agreed SLAs and escalate complex issues to Tier 3 or Infrastructure teams.
- Maintain clear, structured, and comprehensive ticket documentation to facilitate smooth cross-regional handoffs.
- Administer user and computer accounts in Active Directory, including password resets, account unlocks, and group membership changes.
- Support Azure AD / Entra ID user administration and manage device enrollment and policy enforcement via Microsoft Intune.
- Perform user moves, adds, and changes (MACs) while maintaining accurate asset and configuration records.
- Ensure endpoint antivirus, security tools, and Windows updates comply with company standards.
- Support multi-factor authentication (MFA) and conditional access policies, adhering to global IT security and change management procedures.
- Troubleshoot networking issues such as DNS, DHCP, VPN, firewalls, and switch connectivity at 1st and 2nd line levels.
- Implement minor authorized configuration changes and escalate complex infrastructure or architectural problems appropriately.
- Participate in the global ticket queue to support the follow-the-sun operating model and provide remote support to EMEA and APAC users during overlap periods.
- Ensure effective communication and structured escalation across regions.
- Provide on-site floor support within the Chicago office as needed and participate in scheduled after-hours or overlap support to maintain global service continuity.
- Contribute to knowledge base documentation and continuous service improvement initiatives.
- Assist with office moves within North America, which may require occasional travel.

Required Qualifications

- Minimum of 2 years’ experience in a 1st / 2nd line IT support role.
- Proven experience supporting Windows 10/11 enterprise environments.
- Strong working knowledge of Microsoft 365 administration.
- Experience managing users and devices in Active Directory and Azure AD.
- Familiarity with Microsoft Intune for endpoint management.
- Basic troubleshooting skills for networking concepts including DNS, DHCP, VPN, firewalls, and switches.
- Experience working within an SLA-driven Service Desk environment.
- Excellent written and verbal communication skills.
- Ability to prioritize and manage multiple concurrent incidents effectively.
- Customer-focused and service-oriented mindset.
- Required certification: Microsoft 365 Certified: Fundamentals (Exam MS-900).

Preferred Qualifications

- Microsoft Certified: Azure Fundamentals (Exam AZ-900).
- Exposure to hybrid cloud environments.
- Familiarity with ITIL-based service management practices.
- Experience in a multinational or multi-region IT support environment.

Marcus Evans is an equal opportunity employer that values diversity. Employment decisions are made based on qualifications, merit, and business needs.