IT Support Analyst

About You:

You are a tech-savvy problem solver with a strong ability to troubleshoot and support cloud-based environments. You excel in both Windows and macOS systems and have a passion for helping people navigate technical challenges. Your communication skills allow you to explain complex IT concepts clearly, ensuring smooth operations across a distributed workforce. You thrive in a fast-paced, collaborative environment and are always looking for ways to improve processes and expand your technical knowledge.

Does this sound like you? If so, Level Agency is currently looking for an experienced and motivated IT Support Analyst to further their career with our team.

About Us:

At Level, we use the scientific method to drive effective performance marketing campaigns for our clients. Everything from media planning to ad creative is done with methodical care. Our teams use a “Test. Learn. Grow.” framework that allows them to act with urgency and quickly adapt to the ever-changing world of performance marketing. This nimbleness and willingness to rethink what we know leads to better decision-making—and the confidence our clients need to pursue bold ambitions.

Recently ranked on the Inc. 500's Fastest-Growing Private U.S. Companies and one of Pittsburgh's Best Places to Work, Level delivers powerful and comprehensive online solutions, including multi-channel digital marketing, search engine optimization, lead generation, website development, ROI reporting, and much more.

Level is an equal opportunity employer, a Military Friendly® partner, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About the Position:

The IT Support Analyst will be a key member of our Information Technology team, providing essential technical support for our remote-first digital marketing agency. This role will own troubleshooting a wide range of hardware, software, and network issues for our geographically dispersed workforce across the US. The successful candidate will have expertise in both Windows and macOS environments, along with experience managing cloud-based infrastructure and SaaS applications.

This role will focus on end-user support, provisioning and decommissioning IT equipment, managing user accounts, and ensuring smooth IT operations. This position reports to the IT Director.

Salary Range: $55,000 - $65,000

Your Impact:

End-User Support:
You’ll provide technical support to remote employees, troubleshooting issues related to hardware, software, connectivity, and collaboration tools via phone, email, video conferencing, or a ticketing system.

Account Management:
You’ll manage user accounts, including provisioning, access management, and deactivation across various cloud-based platforms.

Equipment Lifecycle Management:
You’ll oversee the setup and distribution of IT equipment for new employees and ensure proper decommissioning of devices for departing employees, including data wiping and secure disposal.

External Vendor Management:
You’ll coordinate with external vendors for efficient device procurement, shipping, and returns, ensuring seamless onboarding and offboarding.

SaaS Administration:
You’ll support the administration of cloud-based tools and assist with license management, troubleshooting, and optimizing user access.

Documentation & Training:
You’ll maintain IT documentation, update knowledge bases, and create user-friendly guides to help employees resolve common technical issues independently.

We are interested in every qualified candidate who is eligible to work and will perform the work in the United States. We are not able to sponsor visas.

Key Values and Attributes

• No Ego, All In: You’ll embrace collaboration and adaptability, ensuring seamless IT support for the team. You take ownership of challenges and see them through to resolution.
• Better Every Day: You’ll continuously look for ways to improve IT processes, documentation, and training to better support the team.
• Relentless for Results: You are committed to efficiency and problem-solving, ensuring IT issues are resolved quickly and effectively to keep business operations running smoothly.
• Driven by Truth: You’ll prioritize transparency in IT security, user access management, and data integrity, ensuring employees have the tools and knowledge they need.

Requirements

• 2-4 years of experience in an IT support role, preferably in a remote or hybrid work environment.
• Strong troubleshooting skills across Windows and macOS operating systems.
• Experience managing user access, permissions, and security settings within cloud-based applications (Google Workspace, Zoom, enterprise password managers, etc.).
• Familiarity with remote support tools, monitoring software, and SaaS administration.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently while collaborating effectively with a fully remote team.
• Experience or interest in cybersecurity practices and IT policy development.
• Familiarity with generative AI technologies, with a willingness to learn and integrate them into IT workflows.

Benefits

• Remote work from anywhere in the US
• Unlimited PTO
• 12 annual paid holidays + 2 floating holidays
• Summer Fridays
• Competitive medical benefits, including 100% employer-paid vision and dental
• Paid Parental & Family Leave after 6 months of employment
• 401K plan with 3% employer contribution – 100% vested
• Performance reviews every six months
• Career advancement opportunities
• Travel reimbursement
• Monthly work-from-home stipend
• Bonus programs
• In-person and virtual company events
• Employee appreciation programs
• Employee concierge services for help with personal scheduling & organization
• EAP with mental health, financial, and legal counseling