NOVA Engineering and Environmental is seeking an experienced and technically skilled
SeniorIT Analyst to join our IT support team in
Kennesaw, GA. This role is responsible for owning outsourced IT service delivery outcomes including, setting service expectations, resolving escalated, complex support requests, performing advanced troubleshooting, supporting IT infrastructure, and collaborating with senior IT staff on projects and implementations. The ideal candidate will have experience resolving complex IT hardware and software issues, as well as demonstrate strong problem-solving abilities, professionalism, and leadership in managing IT service delivery. Occasional travel to regional office locations is required. This role serves as internal authority for service delivery with outsourced MSP. Role will be hybrid 3 days a week in our Kennesaw, GA office but subject to change based on business needs. Occasional travel to remote offices may be necessary.
Qualifications:- 5+ years of experience in IT helpdesk or desktop support, including experience handling escalated tickets requiring
- Associates degree in Computer Science or related field is required; Bachelor's degree is preferred
- Microsoft 365 Certified: Modern Desktop Administrator Associate (or similar).
- CompTIA A+ and Network+ or Security+ (Preferred)
- Hands on experience and strong working knowledge of Microsoft 365 administration, Entra ID/Azure and identity/device ecosystems (e.g., Teams, Entra ID/Azure AD, Intune), SharePoint
- MDM including Apple Business manager, Intune and management of business devices
- Proven ability to analyze operational trends, define corrective actions, and communicate performance clearly to technical and non-technical stakeholders.
- Experience in troubleshooting networks, printers, DNS, AP's and firewalls.
- A passion for helping people and solving challenges
- Strong interpersonal skills with a focus on customer service and issue ownership
- Advanced troubleshooting abilities across software, hardware, wireless access points and network systems
- Experience with firewalls, networking, VPN, switches, vlan and vulnerability report
- Security minded mentality following up on incidents
- Experience in supporting hybrid cloud/on-prem environments and SSO
- Experience with SharePoint, mapped drives and DFS is preferred
- Strong documentation and process improvement skills
- Must have a valid driver's license and reliable transportation for local travel
Primary Responsibilities:- Managing escalation paths for Level 1 and 2 support technicians and resolving complex technical issues
- Leads major incident coordination and escalation management; conducts post-incident reviews and formulates corrective action plans
- Troubleshoot network, server, and application issues, including Active Directory, DNS, DHCP, firewalls and file sharing
- Strong understanding of ITIL principles including Lifecycle Management and Continuous improvement
- Work with MSP to refine and improve IT customer experience, continuous design improvement, lifecycle management, SOP maturity and look for automation opportunities.
- Support deployment, configuration, and managing of endpoints including laptops, IPhones and IPads.
- Maintain documentation for system configurations, processes, and user support procedures. Review and update as necessary with MSP to improve overall service documentation
- Assist with IT security tasks such as MFA, endpoint protection, and vulnerability mitigation
- Collaborate with internal departments to support software rollouts, hardware upgrades, and IT projects
- Participate in business continuity and disaster recovery planning and execution
- Monitor ticket queue to ensure SLA compliance and customer satisfaction
- Manage hardware lifecycle, including procurement, imaging, deployment, and decommissioning
- Take ownership of root cause analysis for recurring problems and recommend long-term fixes
Preferred Skills:- Proficiency with Windows 10/11, Microsoft 365, Teams, SharePoint, and Exchange Online
- Firewall, network, VM, DNS, Server troubleshooting experience
- Experience managing Active Directory, Entra, and Azure AD
- Basic scripting knowledge (PowerShell) for automation and administrative tasks
- Understanding of ITIL framework and ticket lifecycle best practices
- Knowledge of virtualization platforms such as VMware or Hyper-V (a plus)
- Hands-on experience supporting network equipment (routers, switches, access points)
Benefits:- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and company holidays
- Certification reimbursement and professional development support
- Opportunities for advancement within the IT department
