Site Support Analyst

Aquent Talent is seeking a Site Support Analyst to keep our creative and digital teams running smoothly. In this role, you'll provide hands-on and remote technical support for local offices and distributed staff, resolving hardware, software, and connectivity issues. You'll manage support tickets, configure laptops and collaboration tools, maintain user access and asset records, and support onboarding for new hires. You'll partner with internal IT and vendors to troubleshoot complex problems and improve processes. This role suits a people-first, service-oriented technologist who enjoys helping diverse, creative professionals do their best work.

Responsibilities

• Serve as primary contact for site-level technical issues across hardware, software, and network access
• Triage, document, and resolve support tickets within defined SLAs
• Provide remote and on-site support for end users and local office equipment
• Configure and troubleshoot laptops, peripherals, collaboration tools, and VPN access
• Partner with vendors and internal IT teams to escalate and resolve complex incidents
• Maintain accurate asset, account, and access records for users and devices
• Support onboarding/offboarding by setting up accounts, devices, and access
• Create and update user guides, FAQs, and documentation for common issues
• Monitor system performance and proactively identify recurring problems
• Contribute to process improvements that enhance reliability and user experience

Required Skills

• Technical support
• Help desk operations
• Ticketing systems (e.g., Service
• Now, Jira, Zendesk)
• Windows and mac
• OS administration
• Microsoft 365/Google Workspace support
• VPN and remote access troubleshooting
• Basic networking (TCP/IP, DNS, DHCP, Wi-Fi)
• Hardware imaging, setup, and deployment
• IT asset and account management
• Documentation and knowledge base creation