IT Support Analyst
Job Location:
Saint Louis, MI - USA
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Netskope (NASDAQ: NTSK) is a leader in modern security and networking for the cloud and AI era. We secure and accelerate cloud data and AI in real time everywhere. Thousands of customers including more than 30 of the Fortune 100 trust the Netskope One platform its Zero Trust Engine and the powerful NewEdge network to gain full visibility and control without performance trade-offs.
At Netskope our technology is driven by our greatest strength: our people. We believe that belonging powers innovation and success is both personal and organizational. We embrace differences in gender ethnicity beliefs ability and identity creating an environment where every voice is heard and respected. We empower our employees to bring their authentic selves to work grow their careers through continuous education and mentorship and lead with transparency and curiosity. Join a team where you belong where you are encouraged to be an entrepreneur and where together we continue to redefine the landscape of security.
Visit Careers at Netskope to learn more. Follow us onLinkedIn andInstagram.
About the Role:
We are looking for an IT Support Analyst who leads with AI someone who doesnt just use AI tools as productivity boosters but builds prompts and iterates on them to fundamentally change how IT support works. You will be the primary hands-on technologist on our St. Louis support team resolving employee issues while continuously driving down ticket volume through intelligent automation and self-service. This role sits at the intersection of IT operations and AI enablement: you will both close tickets today and help eliminate the need for those tickets tomorrow.
Responsibilities Include:
AI-Powered Support Operations
- Act as primary point of contact for internal employee IT issues via ticket submission Slack and in-person walk-ups with an AI-first triage mindset.
- Build and maintain AI-driven self-service solutions: prompt-engineer Slack bots configure intelligent auto-responses and create Jira automation rules that resolve common issues without human touch.
- Continuously identify high-volume repetitive tickets and leverage automation and AI to eliminate them at the root.
- Own knowledge base quality: use AI tools to surface gaps draft articles and keep documentation current so employees can self-serve before they ever open a ticket.
Technical Support & Escalation
- Provide L1/L2 support for endpoints and standard enterprise apps.
- Troubleshoot hardware software and network connectivity issues; escalate complex cases to L3 teams with clear AI-assisted diagnostic summaries.
- Support employee onboarding and offboarding: provisioning accounts shipping/retrieving devices and coordinating with HR.
- Assist with endpoint management tasks patching enrollment policy compliance.
Drive Continuous Improvement
- Analyze ticket trends weekly using dashboards and AI-assisted reporting; surface insights to the Service Desk Director.
- Participate in problem management: when the same issue recurs own it to root cause and build the fix whether thats a knowledge article an automation or an escalated infrastructure change.
- Test and evaluate new AI tools integrations and workflows; document what works and share learnings with the broader team.
Job Requirements:
The right candidate is intellectually curious asks questions before assuming and gets restless when a repetitive problem doesnt have a solution yet. Technical skills can be learned; this mindset cant.
- Curiosity and drive: you investigate problems thoroughly ask why before escalating and follow threads until you understand them.
- AI-first instinct: you already reach for AI tools when youre stuck learning something new or looking for a faster way and youve built something with them even if small.
- Clear communicator: you can explain a technical issue to a non-technical employee and you thoroughly document your steps eliminating the guess work for others.
- Ownership mindset: when something breaks or keeps breaking you dont wait for someone to assign it. You pick it up.
- Hands-on IT experience: Youve spent time in a Service Desk support role we want to see that youve solved real technology problems for real people.
Technologies
- Familiarity with macOS and/or Windows troubleshooting.
- Experience with Okta Google Workspace Jira or similar enterprise tools.
- Exposure to MDM platforms (Intune Kandji NinjaOne) or endpoint management concepts.
- Experience building automations: Jira Automation Slack workflows Python/Bash scripts or no-code tools.
- CompTIA A ITIL Foundations or equivalent certification.
Why This Role:
This is not a traditional helpdesk role. You will have direct ownership of AI tooling decisions automation architecture and the employee support experience for a global SaaS company. You will work alongside engineers program managers and leadership who are actively investing in making IT an AI-native function and you will be a core part of making that real.
Education:
- Bachelors degree preferred
- Related network and security certifications are a plus
#LI-JR1
Compensation:
At Netskope salary is one component of our competitive total rewards package. The salary range for this position is as listed below. This is a national range. For purposes of complying with applicable laws the range applies to candidates in California Colorado Illinois Maryland New York Washington and other states.
The successful candidates starting pay will also be determined based on job-related skills experience qualifications location and market conditions.
For all sales roles the posted salary range is the On Target Earnings (OTE) range for the role which is the sum of base salary and target commission amount at 100% goal achievement.
In addition to salary candidates may be eligible for other forms of compensation such as participation in a bonus plan (for non-sales roles) and a stock award program. Candidates may also be eligible for a comprehensive health plan and other benefits that can be reviewed atNetskope Benefits site.
Salary Range
$51000 - $70000 USD
Netskope is committed to implementing equal employment opportunities for all employees and applicants for employment. Netskope does not discriminate in employment opportunities or practices based on religion race color sex marital or veteran statues age national origin ancestry physical or mental disability medical condition sexual orientation gender identity/expression genetic information pregnancy (including childbirth lactation and related medical conditions) or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate.
Netskope respects your privacy and is committed to protecting the personal information you share with us please refer toNetskopes Privacy Policyfor more details.
The application window for this position is expected to close within 50 days. You may apply by filling out the below information or visiting ourNetskope Careers site.
Required Experience:
IC
About Company
Netskope, a global cybersecurity leader, is redefining cloud, data, and network security to help organizations apply zero trust principles to protect data.
