IT Support Analyst

Certifications include ISO 27001 and SOC 2 Type II, and we hold partner status with Microsoft, Cisco and VMware. Across Texas, the company runs 14 branch offices and a central depot for hardware staging and imaging. Tickets live in ConnectWise and everyone logs time to the quarter hour.

Overview:

This role opened up after a team member moved internally. We want someone who stays calm with frustrated users and keeps good notes in the ticket. Our team is spread across 8 countries. Headquarters is in Houston. You will join as an independent contractor on a long-term agreement. Payment is monthly in USD. Core hours overlap with US Central time, 9:00 AM to 1:00 PM CT.

Your responsibilities:

• Install and update approved software and remove anything unlicensed.
• Keep ticket notes and time entries up to date.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Write and update knowledge base articles for common problems.
• Track hardware inventory and warranty status in the asset system.
• Connect remote users to VPN and troubleshoot access issues.
• Escalate network, server and application problems to the right team with clear notes.

What you need:

• 2+ years of help desk or desktop support experience.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• Experience with Active Directory user and group management.
• CompTIA A+ certification or equivalent hands-on experience.

Preferred qualifications:

• Meraki or Ubiquiti networking gear.
• Basic PowerShell scripting.
• Experience supporting healthcare, legal or manufacturing environments.
• Intune, Jamf or SCCM/MECM.

$2,350 - $2,900/month

Why work with us:

• Monthly internet allowance.
• Flexible hours.
• Annual rate review.
• Company laptop.

We will only contact shortlisted applicants.

Duration: 9 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Woolspring.