Sr. Support Analyst in United States at Jobgether

• 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, ensuring appropriate authorization and adherence to security procedures.
• Identify suspicious activity, phishing concerns, and potential endpoint security threats, escalating security incidents to the Information Security team according to established protocols.
• Investigate root causes and recurring technical issues, recommending long-term solutions, automation opportunities, and self-service resources to reduce repeat incidents and improve service delivery.
• 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, share knowledge, incorporate feedback, and continuously improve service desk procedures.
• Maintain professional communication, detailed documentation, and a customer-first approach while managing competing priorities in a dynamic support environment.
• Work scheduled shifts between 6:45 a.m. and 8:15 p.m., Monday through Friday, with overtime when required.

• 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, to document, track, prioritize, and resolve support requests.
• Strong analytical and problem-solving skills, including root-cause analysis, attention to detail, and the ability to recognize recurring technical issues or potential security risks.
• Excellent verbal and written communication skills, active listening, professional phone etiquette, and the ability to explain technical information clearly to users with varying levels of technical expertise.
• A customer-oriented mindset characterized by patience, empathy, accountability, and a commitment to delivering high-quality support under pressure.
• Strong organizational skills, adaptability, and a proactive approach to teamwork, continuous learning, and seeking guidance when necessary.
• 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, including reading, writing, and speaking, to support French-speaking employees and teams.
• Previous experience in a security-focused service desk role or familiarity with security incident triage and escalation.
• Relevant security certifications or credentials, such as CompTIA Security+ or Systems Security Certified Practitioner (SSCP).

• 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.
• Financial protection: Employer-paid short-term disability, long-term disability, life insurance, and accidental death and dismemberment (AD&D) coverage for eligible US employees.
• Employee well-being: Access to a comprehensive Employee Assistance Program.
• Community engagement: An employer-paid volunteer day dedicated to community service.
• Professional development: Tuition reimbursement for eligible programs and opportunities to expand your technical knowledge and skills.
• Career growth: Opportunities for internal promotions, diverse career paths, knowledge sharing, and professional advancement within a global organization.
• Remote work flexibility: A full-time remote opportunity, with weekday scheduling requirements and potential overtime.
• Collaborative environment: The opportunity to work alongside technical professionals focused on service quality, security, and continuous improvement.