IT Support Analyst (1st / 2nd Line Support)

TL;DR

IT Support Analyst: Provides 1st and 2nd line technical support for end-user computing, Microsoft 365 services, applications, and basic network connectivity issues with an accent on timely incident resolution, structured escalation, and accurate documentation. Focus on diagnosing and resolving hardware/software problems, managing user identities, and ensuring endpoint security compliance within a global support model.

Location: This is an in-person role based in Chicago, USA.

Company

Marcus Evans is a global, multi-faceted media, corporate marketing, and business intelligence company with 3000 professionals across 59 worldwide locations.

What you will do

• Provide 1st and 2nd line support for desktop, Microsoft 365, application, and voice issues via the Service Desk platform.
• Administer user and computer accounts in Active Directory and Azure AD.
• Manage device enrollment and policy enforcement using Microsoft Intune.
• Ensure endpoint antivirus, security tooling, and Windows updates are compliant.
• Perform 1st / 2nd line troubleshooting for networking issues including DNS, DHCP, VPN, firewalls, and switch connectivity.
• Participate in the global ticket queue and provide remote support to EMEA and APAC users during overlap periods.

Requirements

• 2+ years’ experience in a 1st / 2nd line IT support role.
• Eligible to work in the USA.
• Must be able to commute to the Chicago office on a full-time basis.
• 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.
• Basic troubleshooting knowledge of networking concepts (DNS, DHCP, VPN, firewalls, switches).
• Required Certification: Microsoft 365 Certified: Fundamentals (Exam MS-900).

Nice to have

• 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.

Culture & Benefits

• Company-reimbursed gym membership.
• Health, dental, and vision insurance plus 24/7 telehealth services.
• 12+ paid holidays annually, including holiday shutdown from Christmas to New Year’s Day.
• Opportunity to collaborate with global IT teams in EMEA and APAC.