About the company
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Support Analyst based in the United States.
Responsibilities
- Provide first-level technical support to employees by diagnosing and resolving issues involving custom applications, computer hardware, software, Windows operating systems, network connectivity, printers, and audio/video equipment.
- Manage incoming support calls and email tickets in a high-volume service desk environment, aiming to resolve at least 85% of incidents during the first contact.
- Deliver timely, accurate, and secure technical solutions while maintaining a customer satisfaction score (CSAT) of 4.5 or higher.
- Apply security best practices to all relevant support activities, including user identity verification, access permission checks, secure password resets, and compliance with established IT policies.
- Handle routine identity and access management requests using tools such as Active Directory and Microsoft Entra ID.
- Identify suspicious activity, phishing concerns, and potential endpoint security threats, escalating security incidents to the Information Security team.
- Investigate root causes and recurring technical issues, recommending long-term solutions, automation opportunities, and self-service resources.
- Record, track, prioritize, and document incidents, troubleshooting steps, resolutions, and escalations through ticketing platforms such as ServiceNow.
- Collaborate with colleagues and technical teams to resolve complex problems.
- Work scheduled shifts between 6:45 a.m. and 8:15 p.m., Monday through Friday, with overtime when required.
Requirements
- A minimum of 5 years of customer-facing experience, preferably in phone-based technical support, IT help desk operations, or service desk environments.
- An associate degree or higher in Computer Science, Information Systems, or a related technical field; an IT certification such as CompTIA A+, Network+, or Security+; or equivalent practical experience.
- Foundational knowledge of IT security principles, including identity and access management, Active Directory or Microsoft Entra ID, secure password resets, phishing awareness, access control, and endpoint security.
- Proficiency with Windows operating systems, Google Workspace, and Microsoft Office applications.
- Hands-on experience troubleshooting PC hardware, network connectivity, TCP/IP, LAN/WAN, Wi-Fi, network printers, and audio/video systems.
- Familiarity with Windows Registry settings, .ini file configurations, Control Panel settings, and standard desktop troubleshooting procedures.
- Experience using ticketing and incident management systems, such as ServiceNow.
- Strong analytical and problem-solving skills, including root-cause analysis.
- Excellent verbal and written communication skills.
- A customer-oriented mindset.
- Availability to work flexible weekday shifts between 6:45 a.m. and 8:15 p.m., with occasional overtime as required.
Nice to have
- Fluency in French.
- Previous experience in a security-focused service desk role.
- Relevant security certifications or credentials, such as CompTIA Security+ or Systems Security Certified Practitioner (SSCP).
Conditions
- Competitive compensation: Hourly pay ranging from $30 to $36 USD, depending on experience, qualifications, and skills.
- Comprehensive healthcare: Medical, dental, and vision insurance.
- Health spending options: Employer contributions to a Health Savings Account (HSA) and Flexible Spending Account (FSA) options for eligible US employees.
- Retirement savings: Immediately vested 401(k) plan with employer matching contributions.
- Paid time off: Paid vacation, personal days, and sick leave.
- Family support: Paid maternity and paternity leave for eligible US employees.