Note: The job is a remote job and is open to candidates in USA. Cox Farms, part of the Cox Enterprises family of businesses, is a leader in controlled environment agriculture focused on sustainable and technology-enabled food production. The Support Analyst provides first- and second-line IT support for office and operational employees, resolving technical issues, managing support tickets, provisioning devices, and supporting IT equipment across distributed facilities.
Responsibilities
- Serve as first point of contact for IT support requests via phone, email, ticketing system, and walk-up
- Diagnose and resolve hardware, software, and connectivity issues for Windows endpoints and Microsoft 365 applications
- Manage tickets through the full lifecycle in the ITSM platform, including documentation, updates, and closure
- Support device provisioning and setup for new hires and replacements per standard build processes
- Assist with user onboarding and offboarding including account provisioning and device setup
- Escalate complex issues to the appropriate infrastructure or security team with clear documentation
- Contribute to the knowledge base by documenting solutions to recurring issues
- Support audio/visual and conferencing equipment for meetings and conference rooms
- Assist with physical IT tasks including equipment moves, cable management, and basic network patching
Skills
- 1+ years of experience in an IT support, helpdesk, or technical support role
- Working knowledge of Windows 10/11 and Microsoft 365 applications (Outlook, Teams, SharePoint)
- Basic understanding of networking concepts: DNS, DHCP, Wi-Fi connectivity, and VPN
- Experience working within a ticketing system and following support workflows
- Strong communication skills and a patient, service-oriented approach to working with non-technical users
- Ability to prioritize and manage multiple open issues simultaneously
- Applicants must be authorized to work in the US without the need for employer sponsorship
- Experience supporting users in a manufacturing, warehouse, or operational environment
- Familiarity with Microsoft Intune or similar MDM platforms for device support
- CompTIA A+ or equivalent entry-level IT certification
- Experience supporting both on-site and remote users
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