IT Support Analyst

Job not on LinkedIn

🔥 11 hours ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $44k - $105.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Capgemini

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1967

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Capgemini is a global leader in partnering with businesses to transform and manage their operations by harnessing the power of technology. With expertise across a wide array of industries such as aerospace, automotive, banking, and healthcare, Capgemini provides a constantly evolving portfolio of services to meet the ever-changing needs of their clients. Their offerings include cloud, cybersecurity, data and artificial intelligence, and enterprise management, among others. Capgemini also emphasizes innovation and sustainability, helping companies achieve digital transformation while promoting environmental and social responsibility. Additionally, Capgemini provides career opportunities across various levels and professions, encouraging innovation and diversity in its workforce.

📋 Description

• Manage and resolve incidents and service requests through ServiceNow while ensuring SLA compliance. • Provide end-user technical support for hardware, software, network, and access-related issues. • Administer and support Active Directory, Identity & Access Management (IAM), and Multi-Factor Authentication (MFA) solutions. • Support privileged access management processes utilizing CyberArk and related security tools. • Perform remote troubleshooting and issue resolution for users across multiple locations. • Collaborate with infrastructure, security, and application teams to resolve complex technical issues. • Maintain accurate IT documentation, knowledge base articles, and support procedures. • Identify recurring issues, perform root cause analysis, and recommend process improvements. • Support software deployment and device management activities using Microsoft Configuration Manager (SCCM). • Deliver exceptional customer service while communicating effectively with technical and business stakeholders.

🎯 Requirements

• 5+ years of experience in IT support or enterprise technical support environments. • Strong knowledge of ServiceNow and ITSM processes, including incident, request, and problem management. • Experience administering Active Directory, user provisioning, group management, and access controls. • Hands-on experience with Identity & Access Management (IAM), Multi-Factor Authentication (MFA), and security best practices. • Working knowledge of CyberArk or Privileged Access Management (PAM) solutions. • Experience with Microsoft Configuration Manager (SCCM) for software deployment and endpoint management. • Strong troubleshooting and root cause analysis skills across desktop, application, and access-related issues. • Ability to manage high ticket volumes while maintaining service quality and meeting SLA requirements. • Excellent customer service, communication, and stakeholder management skills. • Proven ability to collaborate across technical and business teams in a large corporate environment. • Strong documentation, knowledge management, and process improvement capabilities

🏖️ Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade • Company paid holidays • Personal Days • Sick Leave • Medical, dental, and vision coverage (or provincial healthcare coordination in Canada) • Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada) • Life and disability insurance • Employee assistance programs • Other benefits as provided by local policy and eligibility