Technical Support Analyst

POSITION DATA

JOB TITLE: Technical Support Analyst

REPORTS TO: Sr. Manager Technical Support

CLASSIFICATION: Exempt

DEPARTMENT: IT

DATE: April 2026

SALARY: $60000 - $70000

POSITION OVERVIEW

The Tech Support Analyst is a member of the Help Desk team and serves as a primary point of contact for staff requiring technical assistance. This role supports the organizations information technology infrastructure and operations in a predominantly cloud-based Microsoft 365 and Intune-centric environment. The Tech Support Analyst helps ensure that employees across the organization especially those supporting our visitors and front-of-house operations can work securely and productively both on-site and remotely.

ESSENTIAL FUNCTIONS

• Ensure the effective operation of the corporate Help Desk including incident and request management adherence to service level agreements (SLAs) and timely customer-focused communication with staff at all levels of the organization.
• Provide first- and second-level technical support via the ticketing system email phone and in person including logging triaging troubleshooting documenting and resolving incidents and service requests.
• Install configure and support Windows and macOS desktop and laptop computers as well as peripherals such as printers scanners and other end-user devices.
• Support and maintain a fleet of 700 Apple iPod/iPhone devices used for the in-museum audio guide including staging imaging configuration troubleshooting and inventory management via Intune and a custom iOS application.
• Administer and support core productivity and collaboration tools including Microsoft 365 (Exchange Online Teams OneDrive SharePoint Online) and other approved SaaS applications used across the organization.
• Assist with user account and access management across on-premises Active Directory and Azure AD/Entra ID including onboarding transfers and offboarding of employees in coordination with HR and management.
• Maintain a positive security posture for endpoints and applications by applying patches and updates helping enforce security baselines and multifactor authentication (MFA) and contributing to monthly compliance and asset reporting.
• Use remote support tools to diagnose and resolve issues for staff working on-site and remotely.
• Create update and maintain internal technical documentation and knowledge base articles to promote consistency efficiency and self-service where appropriate.
• Identify recurring issues and collaborate with colleagues to recommend and implement process or tooling improvements that enhance overall Help Desk performance and end-user experience.
• Participate in IT projects system upgrades testing and rollouts representing the Help Desk and end-user perspective as needed.
• Perform other duties as assigned in support of the IT department and the 9/11 Memorial & Museums mission.

REQUIRED SUPPORT FOR ORGANIZATIONAL EVENTS

• Participate in the Annual 5K Fundraiser and September 11th Commemoration.
• Assist with other special projects and events in support of the 9/11 Memorial & Museum mission as assigned

QUALIFICATIONS/SKILLS/REQUIREMENTS

• Bachelors degree in computer information systems engineering or a related field or an equivalent combination of education certifications and experience.
• Minimum 12 years of professional IT support Help Desk or related technical experience.
• Knowledge and experience with mid-to-large-scale information systems and technologies.
• Experience supporting multiple desktop and mobile operating systems including Windows and macOS; familiarity with iOS required; Linux experience a plus.
• Background and/or understanding of Microsoft technologies including:
  • Microsoft 365 (Outlook Teams OneDrive SharePoint Online)
  • Active Directory and Azure AD/Entra ID
  • Group Policies and Windows Server (2019/2022 or later)
  • Basic exposure to SQL Server IIS and related services is a plus
  • Experience with mobile device management (MDM) preferably Microsoft Intune including application deployment configuration and compliance policies.
  • Experience working with Help Desk ticketing systems and remote support tools.
  • Understanding of basic networking concepts including TCP/IP DNS Wi-Fi and VPN.
  • Proven ability to communicate technical information clearly and effectively both verbally and in writing to technical and non-technical staff as well as senior management.
  • Strong customer service orientation with the ability to manage multiple priorities remain calm under pressure and maintain a professional empathetic demeanor.
  • Ability to work occasional evenings or weekends in support of maintenance windows special events or other organizational needs.
  • Professional IT certifications such as CompTIA A Network or Microsoft 365 / Azure certifications are preferred.

The National September 11 Memorial & Museum (9/11 Memorial & Museum) is an equal opportunity employer. Applicants who meet the qualification requirements of the role will receive consideration without regard to their race color religion sex sexual orientation age national origin disability status as a protected veteran or any other characteristic protected by applicable law. The 9/11 Memorial & Museum endeavors to make reasonable accommodations for applicants with disabilities and other accommodation needs under applicable law. If you are an individual with a legally recognized accommodation need and require assistance during the application process please contact Ronni Cantor at with your specific accommodation request.

The 9/11 Memorial & Museum is committed to an organizational culture that supports and reinforces our institutional values including our commitment to inclusive representation. We are committed to reflecting the unique experiences of the nearly 3000 victims who were killed indiscriminately in the 1993 and 2001 terrorist attacks and the wider communities impacted in lower Manhattan at the Pentagon and near Shanksville PA.

Required Experience:

IC