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. 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 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. Job Requirements: 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