Support Services Analyst

RESPONSIBILITIES:
Kforce is working with a dynamic client in Brooklyn Park for a hybrid role as a Support Services Analyst. This individual will deliver high-quality, end-to-end IT support across a global workforce. This will be a hands-on role which combines technical expertise with white glove customer-centric service.

Summary:
The Support Services Analyst will work collaboratively across IT, Engineering, Enterprise Applications, and Information Security to support endpoints, workplace technologies, and collaboration tools while continuously improving service delivery. Experience in a customer-facing IT environment, preferably with VIP or executive support exposure and having a high degree of professionalism is a must. Please apply if you possess a customer-first mindset and a strong desire to improve the IT support experience.

Responsibilities:
* Triage and respond to support requests and incidents submitted via email, or ServiceNow, escalating and resolving issues in accordance with SLAs
* Provide strong technical support across devices, operating systems, collaboration tools, productivity software, and endpoint security systems
* Act as a subject matter expert in areas such as user access, software configuration, device management, and A/V troubleshooting for in-office and hybrid setups
* Own local inventory management, by working through regular audits, IT procurement and managing internal warehousing/stock rooms
* Contribute by participating in key ITIL practices such change, problem, and incident processes, ensuring a strong focus on the overall customer
* Participate in hardware lifecycle management including asset tracking, imaging, deployment, and returns
* Support IT initiatives and projects including software rollouts, system migrations, and compliance activities as required

REQUIREMENTS:
* Certification in CompTIA, Microsoft and ServiceNow
* 2+ years of IT support experience across first and second-line responsibilities, ideally in a global or fast-paced environment
* Previous troubleshooting experience across Windows, Linux and MacOS environments, with familiarity in modern endpoint management (e.g., Intune, JAMF)
* Previous experience in an environment contributing to Service-focused processes and/or ServiceNow-based ITSM
* Exposure to enterprise identity systems such as Azure AD, or Google Workspace Admin
* Excellent communication and interpersonal skills, with the ability to translate technical topics to non-technical audiences
* Understanding of networking basics, identity and access management, and SaaS administration

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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