{"id":3502725,"url":"https://alion.io/job/netskope-it-support-analyst-2","title":"IT Support Analyst","company":{"id":58702,"name":"Netskope","domain":"netskope.com","url":"https://alion.io/company/netskope","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":85,"open_postings":15,"ghost_share":0,"stale_share":0.4,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taipei, Taiwan"],"countries":["TW"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14500,"max_usd":26000,"period":"year","method":"role_country_seniority_unknown","sample_n":41},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Okta","optional":false},{"name":"Python","optional":false},{"name":"Service Desk","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false},{"name":"Zero Trust","optional":false}],"status":"live","first_seen_at":"2026-10-30T01:16:43Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-03T11:10:32Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Join the Future of Security at Netskope\nNetskope (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.\nAt 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.\nVisit Careers at Netskope to learn more. Follow us on LinkedIn and Instagram.\nAbout the Role\nWe 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.\nWhat You Will Do\nAI-Powered Support Operations\nAct 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.\nBuild 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.\nContinuously identify high-volume, repetitive tickets and leverage automation and AI to eliminate them at the root.\nOwn 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.\nTechnical Support & Escalation\nProvide L1/L2 support for endpoints and standard enterprise apps.\nTroubleshoot hardware, software, and network connectivity issues; escalate complex cases to L3 teams with clear, AI-assisted diagnostic summaries.\nSupport employee onboarding and offboarding: provisioning accounts, shipping/retrieving devices, and coordinating with HR.\nAssist with endpoint management tasks - patching, enrollment, policy compliance.\nDrive Continuous Improvement\nAnalyze ticket trends weekly using dashboards and AI-assisted reporting; surface insights to the Service Desk Director.\nParticipate 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.\nTest and evaluate new AI tools, integrations, and workflows; document what works and share learnings with the broader team.\nWhat You Bring\nThe 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.\nCuriosity and drive: you investigate problems thoroughly, ask why before escalating, and follow threads until you understand them.\nAI-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.\nClear communicator: you can explain a technical issue to a non-technical employee and you thoroughly document your steps, eliminating the guess work for others.\nOwnership mindset: when something breaks or keeps breaking, you don't wait for someone to assign it. You pick it up.\nHands-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.\nTechnologies\nFamiliarity with macOS and/or Windows troubleshooting.\nExperience with Okta, Google Workspace, Jira, or similar enterprise tools.\nExposure to MDM platforms (Intune, Kandji, NinjaOne) or endpoint management concepts.\nExperience building automations: Jira Automation, Slack workflows, Python/Bash scripts, or no-code tools.\nCompTIA A+, ITIL Foundations, or equivalent certification.\n\n Why This Role\nThis 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.\nNetskope 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.\nNetskope 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.\nThe application window for this position is expected to close within 50 days. 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