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We are seeking an Endpoint Analyst to independently diagnose and resolve issues related to endpoint connectivity, authentication, and security controls. This role analyzes escalated service desk tickets, leverages logs and security tools to identify root causes, and resolves incidents within defined service level agreements. The analyst applies a consistent, methodical troubleshooting approach while collaborating with IT and security teams.
Responsibilities
- Analyze and resolve escalated service requests from end users and IT teams
- Diagnose endpoint issues using user-reported errors, client-side logs, forwarded events, and vendor support tools
- Troubleshoot network, authentication, and security-related blocks impacting endpoints
- Develop and maintain knowledge articles to support consistent issue resolution
- Collaborate with infrastructure, security, and service desk teams to communicate findings and remediation steps
- Escalate incidents that exceed defined time-to-resolve thresholds
Requirements
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
- 3+ years of experience in endpoint support, desktop engineering, or IT/security operations
- Background in DHCP, DNS, and network access control, along with IP routing and core networking concepts, including packet capture and analysis
- Knowledge of Active Directory, Windows authentication, and permissions
- Expertise in troubleshooting HTTP inspection services (e.g., Zscaler), TLS, and PKI issues
- Skills in using HAR files to diagnose HTTP connection issues from the client side
- Familiarity with Authenticode signatures and endpoint application control solutions like CyberArk Endpoint Privilege Manager
- Understanding of endpoint policy mechanisms such as GPO and Intune
- Proficiency in query tools and log analysis on raw text files and centralized platforms
- Competency in interpreting common endpoint and security alerts and leveraging online research sources
- Capability to independently research issues, document clear remediation plans, and apply systematic troubleshooting
- Clear and professional verbal and written communication skills, with the ability to manage multiple priorities in a time-sensitive environment
- Proficiency in English at an Upper-Intermediate level (B2) or higher
Nice to have
- Relevant technical certifications (e.g., Microsoft, CompTIA, Security-related)
- Familiarity with authentication protocols such as SAML, Kerberos, and OAuth, as well as OIDC and LDAP
- Proficiency in Microsoft Excel, including Power Query and Pivot Tables
- Skills in PowerShell scripting for troubleshooting and automation
- Exposure to endpoint detection and response tools such as Microsoft Defender, Sentinel, or CrowdStrike