IT Support Analyst

Join the Future of Security at Netskope 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 on LinkedIn and Instagram. About the Role We are looking for an IT Support Analyst who leads with AI — someone who doesn't 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. What You Will Do 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 that's 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. What You Bring The right candidate is intellectually curious, asks questions before assuming, and gets restless when a repetitive problem doesn't have a solution yet. Technical skills can be learned; this mindset can't. • 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 you're stuck, learning something new, or looking for a faster way — and you've 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 don't wait for someone to assign it. You pick it up. • Hands-on IT experience: You’ve spent time in a Service Desk support role— we want to see that you've 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. #LI-CV1 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 to Netskope's Privacy Policy for more details. The application window for this position is expected to close within 50 days. You may apply by filling ou