The Associate IT Analyst provides secure, dependable and customer-focused technology support to employees in the Hyderabad office and remote users across the assigned region. The role supports end-user devices, workplace technology, identity and access, IT assets, business applications and service requests, while partnering with global IT teams to resolve issues and improve user experience. The role is expected to resolve service/experience issues and take accountability of requests through resolution or appropriate escalation.
Configure, deploy and support laptops, desktops, mobile devices and peripherals in line with corporate standards.
Coordinate new-hire IT readiness, including device preparation, account and application access, onboarding assistance and asset recovery during offboarding.
Provide first-line and second-line support for hardware, Windows and macOS, productivity tools, connectivity and approved business applications.
Log, prioritize, track and resolve incidents and service requests through Jira Service Management in line with established service levels and escalation requirements.
Provision and review user access in accordance with approved policies, role requirements and information-security controls.
Monitor and respond to alerts relating to service issues, device compliance or misconfigured assets.
Maintain accurate hardware and software asset records covering inventory, allocation, warranty, repair, refresh, redistribution and disposal.
Coordinate local purchasing, receiving and storage of IT equipment in partnership with internal teams and approved vendors.
Keep endpoints current with approved patches, firmware and security configurations using enterprise endpoint-management tools.
Support office technology, including printers, meeting-room audio-visual equipment, Wi-Fi and remote-access connectivity.
Provide responsive and professional support to employees and senior leaders, including time-sensitive assistance where required.
Collaborate with global IT, information security and business application teams to resolve complex issues and support regional initiatives.
Document procedures, maintain knowledge articles, deliver user guidance and promote safe technology practices.
Handle all IT related support tasks in the region and provide need based support to Global region (ticket based support)
Identify recurring issues and recommend practical improvements to regional and global IT services.
Bachelor's Degree in Information Systems, Computer Science, Engineering, or a related technical field (or equivalent practical experience).
2+ years of experience in IT Support, Desktop Support, Service Desk, or a similar end-user technology support role.
Experience supporting Windows environments with exposure to macOS, iOS, and Android devices.
Strong end-user troubleshooting skills across hardware, operating systems, productivity tools, networking, and connectivity issues.
Experience with Microsoft 365 administration and identity/access management (Entra ID/Azure AD).
Knowledge of endpoint management, device security, SaaS applications, and access administration.
Understanding of TCP/IP, Wi-Fi, VPN, and remote access technologies.
Experience working with ticketing systems and IT service management processes.
Experience managing IT assets, including inventory tracking, asset lifecycle management, and user access controls.
Strong customer service, communication, and stakeholder management skills.
Ability to diagnose, prioritize, document, escalate, and resolve technical issues effectively.
Ability to work independently, manage multiple priorities, and collaborate with cross-functional and global teams.
Proficiency in spoken and written English.
Preferred Qualifications
Experience with Intune or other enterprise endpoint management tools.
Experience with Jira Service Management.
Relevant Microsoft, ITIL, Endpoint Management, or Service Management certifications.
Experience supporting meeting room AV equipment, printers, and workplace technology.
Basic scripting or automation experience (PowerShell preferred).
Experience coordinating with vendors and supporting IT procurement activities.
Demonstrated ability to identify recurring issues and recommend service improvements.
Acumatica is an Affirmative Action and Equal Opportunity Employer/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail HR@acumatica.com.