IT Support Analyst

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🔥 1 minute ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $44k - $105.6k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Minor Hotels Europe and Americas

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1978

👥 B2C

🏨 Hospitality

✈️ Travel

💰 Post-IPO Equity on 2018-05

B2C • Hospitality • Travel

Minor Hotels Europe and Americas is a hospitality company that operates a diverse portfolio of hotels and resorts across Europe and the Americas. The company focuses on delivering exceptional guest experiences through high-quality service and unique accommodations, catering to both leisure and business travelers.

📋 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