System Administrator

IT Support Analyst

Location: Bethesda, MD — onsite five days per week

Salary: $90,000–$110,000 base

Employment Type: Full-time, direct hire

We are seeking a service-oriented IT Support Analyst to provide white-glove technical support to approximately 70 employees, including senior executives. This highly visible role combines hands-on troubleshooting, hardware lifecycle management, employee onboarding, and coordination with an external managed service provider (MSP).

Reporting to the IT Director, you will serve as the primary onsite IT contact and help employees stay productive across a growing portfolio of technology. The ideal candidate brings strong Microsoft support skills, intellectual curiosity, and the patience to guide people with varying levels of technical knowledge.

What You’ll Do

• Provide Tier 1 and Tier 2 support for Windows laptops, Microsoft 365, Outlook, Teams, printers, Wi-Fi, account access, and everyday application issues.
• Deliver responsive, personalized support to executives and employees, explaining technical issues clearly and keeping users informed through resolution.
• Own escalated support requests from initial documentation through MSP follow-up, testing, and confirmation that the issue is resolved.
• Coordinate employee onboarding and offboarding, ensuring equipment, accounts, permissions, and licenses are ready or removed on schedule.
• Manage the laptop and hardware lifecycle, including procurement, configuration, deployment, repairs, replacements, inventory, and secure retirement.
• Support a primarily Lenovo ThinkPad environment, with some MacBooks used by executives.
• Troubleshoot Box and OneDrive access and synchronization issues.
• Maintain distribution lists, shared mailboxes, Microsoft 365 Groups, Teams, and security group memberships within assigned permissions.
• Support access and basic application troubleshooting for tools such as Claude, Microsoft Copilot, GitHub, and Cursor.
• Keep conference room AV and meeting technology operational, coordinating with vendors when needed.
• Perform basic network troubleshooting and coordinate onsite work with the MSP, internet provider, and other technology vendors.
• Maintain troubleshooting guides, onboarding checklists, asset records, and monthly access reports; flag recurring issues or outdated access to the IT Director.

What You’ll Bring

• Approximately 2–4 years of hands-on IT support, desktop support, or help desk experience in a Microsoft environment.
• Strong troubleshooting skills across Windows, Microsoft 365, hardware, peripherals, and basic connectivity.
• Familiarity with account administration, MFA, Microsoft Entra ID, and Intune device enrollment or support.
• Experience setting up laptops, supporting new hires, and maintaining accurate equipment records.
• Excellent communication skills and a patient, empathetic approach to supporting nontechnical users and senior leadership.
• Strong organization and follow-through, including the ability to manage competing requests and coordinate with outside vendors.
• Analytical thinking, intellectual curiosity, and a willingness to learn unfamiliar tools.
• Availability to work onsite in Bethesda, MD, five days per week.

Preferred Experience

• Executive or white-glove IT support.
• Working alongside an MSP.
• Supporting macOS, Box, and conference room AV systems.
• Supporting AI productivity applications. Deep AI expertise is not required.

Why This Opportunity

You will have direct visibility across the organization, ownership of day-to-day employee technology needs, and opportunities to take on broader responsibilities as the IT portfolio grows. This role offers a strong fit for someone who enjoys solving problems, building relationships, and delivering dependable service.

• Work Authorization: Candidates must be U.S. citizens or lawful permanent residents (green card holders).