IT Support Analyst

Title: IT Support Analyst
Location: Orlando, FL
Duration: 12+ month contract
Compensation: $20-26/hour
Work Requirements: U.S. Citizen, Holders, or Authorized to Work in the U.S.

IT Support Analyst

Position Summary

We are seeking a motivated and customer-focused IT Support Analyst / Field Technology Specialist to serve as the primary IT point of contact for the Orlando market. This role is responsible for providing onsite and remote technical support, troubleshooting hardware and software issues, supporting network infrastructure, and ensuring a high level of service for end users. The ideal candidate is a hands-on technology professional who enjoys solving problems, working directly with people, and supporting a fast-paced operational environment.

Key Responsibilities

End User Support

• Provide onsite and remote technical support for end users across multiple locations.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Manage and resolve incidents through a high-volume ticketing system while maintaining service level expectations.
• Serve as the primary IT point of contact (POC) for the Orlando market.
• Provide support during onboarding and offboarding activities, including account provisioning, equipment deployment, and access management.

Network & Infrastructure Support

• Install, maintain, and troubleshoot network infrastructure components, including:
  • Fortinet switches
  • Cisco wireless access points
  • Network cabling and Ethernet connections
  • Wi-Fi connectivity and performance issues
• Support physical installations, upgrades, and maintenance of networking equipment at stations and onboard trains.
• Assist with troubleshooting and resolving network outages and connectivity issues.

Systems Administration & Device Management

• Support identity and access management platforms such as Okta.
• Manage and troubleshoot mobile device management (MDM) solutions, including Meraki MDM, Apple Business Manager, and Microsoft Intune.
• Assist with endpoint configuration, deployment, and maintenance.
• Support user account administration, security policies, and access controls.

Customer Service & Collaboration

• Build strong relationships with internal stakeholders and provide exceptional customer service.
• Communicate effectively with employees, vendors, and cross-functional teams.
• Escalate issues appropriately and coordinate resolutions with internal support teams and external vendors.
• Maintain accurate documentation of incidents, resolutions, and technical procedures.

Required Qualifications

• Minimum of 3 years of IT support experience.
• Experience providing technical troubleshooting and support both onsite and remotely.
• Experience working in a high-volume ticketing environment.
• Experience with ticket management platforms such as JIRA.
• Strong understanding of:
  • Network troubleshooting
  • Wi-Fi technologies
  • Ethernet networking
  • Switching infrastructure
• Experience supporting:
  • Fortinet switches
  • Cisco access points
• Ability and willingness to travel locally and work in operational environments, including onboard trains and station facilities.
• Valid driver's license and reliable transportation preferred.

Preferred Qualifications

• Experience with:
  • Okta
  • Microsoft Intune
  • Meraki MDM
  • Universal Print
  • Kiosks
  • Media wall
  • User onboarding and offboarding processes
• Strong interpersonal and customer service skills.
• Approachable, professional, and capable of building positive relationships with employees at all levels.
• Ability to adapt to changing priorities and work effectively with diverse personalities.
• Strong organizational and time-management skills.
• Ability to perform well under pressure in a fast-paced environment.
• Excellent written and verbal communication skills.
• Team-oriented mindset with the ability to collaborate effectively across departments.

Physical Requirements

• Ability to lift and move IT equipment as needed.
• Comfortable working in station environments, equipment rooms, and onboard trains.
• Ability to install and troubleshoot physical networking hardware and cabling.

Preferred Traits

• Customer-focused and service-oriented.
• Self-motivated and proactive.
• Strong problem-solving abilities.
• Positive attitude and willingness to learn.
• Dependable, adaptable, and able to thrive in a dynamic operational environment