IT Support Analyst

About the Role

We are looking for an IT Support Analyst who leads with AI — someone who doesn't just use AI tools as productivity boosters but builds, prompts, and iterates on them to fundamentally change how IT support works. You will be the primary hands-on technologist on our St. Louis support team, resolving employee issues while continuously driving down ticket volume through intelligent automation and self-service. This role sits at the intersection of IT operations and AI enablement: you will both close tickets today and help eliminate the need for those tickets tomorrow.

What You Will Do

AI-Powered Support Operations

• Act as primary point of contact for internal employee IT issues via ticket submission, Slack, and in-person walk-ups — with an AI-first triage mindset.
• Build and maintain AI-driven self-service solutions: prompt-engineer Slack bots, configure intelligent auto-responses, and create Jira automation rules that resolve common issues without human touch.
• Continuously identify high-volume, repetitive tickets and leverage automation and AI to eliminate them at the root.
• Own knowledge base quality: use AI tools to surface gaps, draft articles, and keep documentation current so employees can self-serve before they ever open a ticket.

Technical Support & Escalation

• Provide L1/L2 support for endpoints and standard enterprise apps.
• Troubleshoot hardware, software, and network connectivity issues; escalate complex cases to L3 teams with clear, AI-assisted diagnostic summaries.
• Support employee onboarding and offboarding: provisioning accounts, shipping/retrieving devices, and coordinating with HR.
• Assist with endpoint management tasks — patching, enrollment, policy compliance.

Drive Continuous Improvement

• Analyze ticket trends weekly using dashboards and AI-assisted reporting; surface insights to the Service Desk Director.
• Participate in problem management: when the same issue recurs, own it to root cause and build the fix — whether that's a knowledge article, an automation, or an escalated infrastructure change.
• Test and evaluate new AI tools, integrations, and workflows; document what works and share learnings with the broader team.

What You Bring

The right candidate is intellectually curious, asks questions before assuming, and gets restless when a repetitive problem doesn't have a solution yet. Technical skills can be learned; this mindset can't.

• Curiosity and drive: you investigate problems thoroughly, ask why before escalating, and follow threads until you understand them.
• AI-first instinct: you already reach for AI tools when you're stuck, learning something new, or looking for a faster way — and you've built something with them, even if small.
• Clear communicator: you can explain a technical issue to a non-technical employee and you thoroughly document your steps, eliminating the guess work for others.
• Ownership mindset: when something breaks or keeps breaking, you don't wait for someone to assign it. You pick it up.
• Hands-on IT experience: You’ve spent time in a Service Desk support role— we want to see that you've solved real technology problems for real people.

Technologies

• Familiarity with macOS and/or Windows troubleshooting.
• Experience with Okta, Google Workspace, Jira, or similar enterprise tools.
• Exposure to MDM platforms (Intune, Kandji, NinjaOne) or endpoint management concepts.
• Experience building automations: Jira Automation, Slack workflows, Python/Bash scripts, or no-code tools.
• CompTIA A+, ITIL Foundations, or equivalent certification.

Why This Role

This is not a traditional helpdesk role. You will have direct ownership of AI tooling decisions, automation architecture, and the employee support experience for a global SaaS company. You will work alongside engineers, program managers, and leadership who are actively investing in making IT an AI-native function — and you will be a core part of making that real.

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