IT Support Analyst

YPM is looking for a motivated IT Support Analyst to be on the frontline of our internal tech operations. This role serves as a crucial bridge connecting day-to-day user support with core system optimizations. 

As our first line of defense for technical issues, you will manage software integrations, database queries, cloud infrastructure, and internal CRM user experience, while also ensuring network stability and reliability. You will be responsible for diagnosing and resolving end-user issues, managing hardware and software deployments, and ensuring reliable operation of end-user technology.

This is a perfect opportunity for a proactive problem-solver ready to transition beyond foundational helpdesk support into managing advanced system workflows and data pipelines.

Primary responsibilities include but are not limited to the following:

• Act as the main, hands-on contact for day-to-day hardware, software, and peripheral support for both on-site and remote team members.
• Deliver professional and timely technical assistance to all staff members, including executives, offering clear, straightforward, and jargon-free explanations. 
• Handle routine office tech requests concerning standard hardware, Microsoft software, networking, and Remote Desktop access, escalating complex problems as needed.
• Serve as the initial point of contact for troubleshooting and resolving issues with API data pipelines.
• Assist in monitoring and tracing data loading from APIs to our database, alongside maintaining server room, network, and cloud operations.
• Administer, configure, and troubleshoot enterprise user accounts in Google Workspace and Microsoft, while overseeing cloud resources in Azure.
• Create, deploy, and maintain an intuitive Zoho CRM interface to enhance sales and creative team workflows.
• Manage daily networking connectivity and compose database queries to maintain seamless data integration across company systems and platforms.

Experience and Skills Required:

• Minimum 2+ years of experience in a professional networked IT setting, covering help desk support, tech operations, systems analysis, or a similar capacity.
• 1-2 years of hands-on PC hardware experience, including building, diagnosing, and repairing computer systems.
• Proven track record of setting up and troubleshooting applications and computers in a corporate network environment.
• Proficiency in a relational database query language, such as MS SQL.
• Foundational to intermediate understanding of network protocols and technologies (TCP/IP, DNS, DHCP, WiFi).
• Direct experience supporting modern OS platforms (Windows, macOS) and core business suites (Google Workspace, Microsoft 365).
• Experience diagnosing hardware and software issues involving Zoho, Zoom, MS Teams, and mobile devices.
• Exposure to or experience working with Microsoft Azure cloud infrastructure.
• A strong interest in areas like automation, software development, APIs, databases, or low-code/no-code platforms.
• Exceptional organizational abilities to balance and prioritize multiple support requests.
• Excellent verbal and written communication skills, with a talent for clarifying technical details for non-technical colleagues.
• A patient, professional, and team-oriented mindset focused on solving user challenges.
• Meticulous attention to detail regarding data security, system documentation, and IT deployment.
• Ease in collaborating across all levels of the organization, as well as with vendors and external partners.
• Resilience and composure when resolving technical difficulties under tight deadlines or during critical events.
• Availability to work off-hours, including weekends, early mornings, and evenings, to support critical issues, outages, hardware moves, audits, or scheduled maintenance.
• Ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Nice to haves but not required:

• Experience administering MS-SQL servers.
• Familiarity with Azure network and server administration.
• Knowledge of firewall security management.
• Experience operating Azure Logic Apps and Functions.