IT Support Analyst (1st / 2nd Line Support)

Marcus Evans is a global, multi-faceted media, corporate marketing and business intelligence company, employing 3000 professionals across 59 worldwide locations. Our activities are wide-ranging, providing up-to-the-minute information across all sectors and geographical markets to our clients, fuelling their growth and enhancing their performance.

The IT Support Analyst provides 1st and 2nd line technical support for end-user computing, Microsoft 365 services, applications, voice systems (3CX), and basic network connectivity issues. The role is based in Chicago and primarily supports the North American user base.

As the company operates a global follow-the-sun support model, the IT Support Analyst will collaborate with IT teams in EMEA and APAC and may, on occasion, provide remote support to users in those regions during regional overlap periods or escalation scenarios. All cross-regional support will be delivered remotely and coordinated through the global Service Desk system.

The role is responsible for delivering timely, high-quality technical support, resolving incidents at first or second line where possible, and ensuring accurate documentation and structured escalation in accordance with global IT standards.

This is an in-person role based in our Chicago office.

Key Responsibilities

1st / 2nd Line Service Desk Support

• Provide 1st and 2nd line support for desktop, Microsoft 365, application, and voice-related issues via the Service Desk platform.

• Diagnose and resolve hardware and software issues in Windows 10/11 enterprise environments.

• Support Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive. There is an escalation path to 3rd line Infrastructrue Support.

• Resolve incidents within agreed SLAs, escalating to Tier 3 or Infrastructure teams when required.

• Maintain clear, structured, and complete ticket documentation to enable seamless cross-regional handoff.

User & Identity Management

• Administer user and computer accounts in Active Directory (password resets, account unlocks, group membership changes).

• Support Azure AD / Entra ID user administration.

• Manage device enrollment and policy enforcement using Microsoft Intune.

• Perform user moves, adds, and changes (MACs).

• Maintain accurate asset and configuration records.

Endpoint & Security Compliance

• Ensure endpoint antivirus, security tooling, and Windows updates are compliant with company standards.

• Support multi-factor authentication (MFA) and conditional access policies.

• Follow global IT security and change management procedures.

Networking & Infrastructure Support

• Perform 1st / 2nd line troubleshooting for networking issues including DNS, DHCP, VPN, firewalls, and switch connectivity.

• Implement minor configuration changes where authorized.

• Escalate complex infrastructure or architectural issues appropriately.

Global Collaboration

• Participate in the global ticket queue in support of the company’s follow-the-sun operating model.

• Provide remote support to EMEA and APAC users during regional overlap periods when required.

• Ensure effective cross-regional communication and structured escalation.

Operational Support

• Provide on-site floor support within the Chicago office as required.

• Participate in scheduled after-hours or overlap support to maintain global service continuity.

• Contribute to knowledge base documentation and continuous service improvement initiatives.

• Assist with any office moves within NA for which travel may be required.

Must - Have Qualifications

• 2+ years’ experience in a 1st / 2nd line IT support role.

• Experience supporting Windows 10/11 enterprise environments.

• Strong working knowledge of Microsoft 365 administration.

• Experience managing users and devices in Active Directory and Azure AD.

• Familiarity with Microsoft Intune for endpoint management.

• Basic troubleshooting knowledge of networking concepts including DNS, DHCP, VPN, firewalls, and switches.

• Experience working within an SLA-driven Service Desk environment.

• Strong written and verbal communication skills.

• Ability to prioritize and manage multiple concurrent incidents effectively.

• Customer-focused and service-oriented mindset.

Required Certification: Microsoft 365 Certified: Fundamentals — Exam MS-900

Preferred Qualification

• Microsoft Certified: Azure Fundamentals — Exam AZ-900

• Exposure to hybrid cloud environments.

• Familiarity with ITIL-based service management practices.

• Experience in a multinational or multi-region IT support environment.

Compensation & Benefits

• Company-reimbursed gym membership.

• Health, dental, and vision insurance plus 24/7 telehealth services.

• 12+ paid holidays annually, including holiday shutdown from Christmas to New Year’s Day.

We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.

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