IT Support Analyst

The Role: The IT Support Analyst role provides technical and application support within Suffolks corporate IT organization. As a senior technical contributor, this role serves as a key escalation point for complex end-user and application-related issues while partnering closely with business stakeholders to support critical enterprise systems. This position blends Tier 1 / Tier 2 Help Desk responsibilities with Application Analyst functions, including application troubleshooting, business process support, testing, documentation, and user enablement.

This role supports onsite and remote users, leads small-scale deployments and upgrades and drives operational improvements across both end-user services and business applications in support of Suffolks construction, finance, and operations teams. Key Responsibilities: Serve as an escalation point for on-site and remote staff, resolving moderate to complex issues across hardware, software, identity, connectivity, and enterprise applications. Deliver Tier 1 / Tier 2 support for assigned business applications supporting Design and Digital Engineering, Accounting, Finance, and other functions.

Perform application incident triage, root-cause analysis, and coordination with infrastructure, security, vendors, and business system owners. Support enterprise construction and business platforms including (but not limited to) Autodesk, Oracle E-Business Suite, Procore, Textura, Microsoft 365, Okta, and related systems. Assist Business Systems Analysts with analysis, testing, implementation, and support of new application capabilities and enhancements.

Support application upgrades, patching, and deployments by coordinating schedules, change documentation, communications, and post-deployment support. Administer application access, roles, and permissions in alignment with security and least-privilege standards; support audits and access reviews. Execute new hire onboarding activities, including account provisioning, application access, equipment coordination, and user orientation.

Develop and maintain technical documentation, SOPs, knowledge base articles, and end-user training materials. Deliver and support ongoing user training to improve adoption, system understanding, and effective use of application capabilities. Monitor ServiceNow queues and reporting to identify trends, knowledge gaps, and opportunities for process improvement.

Partner with third-party vendors on support cases, escalations, and maintenance activities, ensuring timely resolution and clear communication. Collaborate closely with IT colleagues and business partners to ensure consistent service delivery and positive employee experience. Qualifications: Bachelors degree preferred in Information Technology, Business, Finance, Construction Management, or a related field, or equivalent practical experience. 3-6 years of experience in IT support, application support, or a related technical role.

Hands-on experience supporting enterprise business applications (SaaS and/or on-prem), including configuration, access management, and troubleshooting. Experience supporting Accounting, Finance, Construction Management, or project-based business systems preferred. Strong troubleshooting skills across Windows OS, Microsoft 365, Active Directory, identity and access management, and end-user technologies.

Proficiency with ServiceNow or a comparable ITSM platform, including incident, request, and knowledge management. Familiarity with relational database concepts, reporting tools, and data analysis; basic SQL or PL/SQL exposure is a plus. Strongly preferred: knowledge of Autodesk product suite.

Strong documentation, process writing, and training development skills. Excellent verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical audiences. Self-motivated, organized, and able to prioritize multiple tasks in a fast-paced, service-focused environment.