Sr. Support Analyst

Accountabilities:

Provide first-level technical support to employees by troubleshooting and resolving issues involving custom applications, computer hardware, software, operating systems, network connectivity, printers, and audio/video equipment.
Handle incoming phone calls and email tickets in a high-volume service desk environment, working toward resolving at least 85% of incidents during the first contact.
Deliver timely, accurate, and secure technical assistance while maintaining a customer satisfaction score (CSAT) of 4.5 or higher.
Apply security best practices when handling support requests, including verifying user identities, validating access permissions, performing secure password resets, and following established identity and access management procedures.
Identify suspicious activity, phishing-related concerns, and potential endpoint security issues, escalating security incidents to the Information Security team according to established protocols.
Diagnose root causes, recognize recurring technical problems, and recommend long-term solutions, process improvements, automation opportunities, and self-service resources to reduce repeat incidents.
Maintain accurate and detailed records of incidents, troubleshooting steps, resolutions, and escalations using service management platforms such as ServiceNow.
Support routine identity and access management activities through tools such as Active Directory and Microsoft Entra ID, ensuring requests comply with internal policies and security requirements.
Collaborate with colleagues and other technical teams to resolve complex issues, share knowledge, incorporate feedback, and improve service desk workflows.
Maintain professional phone etiquette, clear written communication, and a customer-first approach while managing competing priorities in a dynamic environment.
Work scheduled shifts between 6:45 a.m. and 8:15 p.m., Monday through Friday, with overtime when required.
Requirements:
At least 5 years of customer-facing experience, preferably in phone-based technical support, IT help desk operations, or a service desk environment.
A technical degree at the associate level or higher in Computer Science, Information Systems, or a related discipline; 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, Windows Control Panel settings, and standard desktop troubleshooting techniques.
Experience using ticketing and incident management platforms, such as ServiceNow, to log, track, document, prioritize, and resolve technical issues.
Strong analytical and problem-solving abilities, including root-cause analysis, attention to detail, and the ability to recognize patterns that may indicate recurring technical or security issues.
Excellent verbal and written communication skills, active listening, professional phone etiquette, and the ability to explain technical concepts clearly to users with varying levels of IT knowledge.
A customer-oriented mindset characterized by patience, empathy, accountability, and a commitment to delivering secure, 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 needed.
Nice to have:
Fluency in French, including reading, writing, and speaking, to support French-speaking employees across Canada.
Previous experience in a security-focused service desk role or familiarity with security operations and incident escalation.
Relevant security certifications or foundational credentials, such as CompTIA Security+ or Systems Security Certified Practitioner (SSCP).
Benefits:
Competitive compensation: Hourly pay ranging from $30 to $36 USD, according to the original job listing. The applicable compensation and currency for Canadian-based employees should be confirmed with the hiring team.
Comprehensive healthcare: Medical, dental, and vision coverage, subject to the applicable employee benefits plan.
Health spending options: Employer contributions to a Health Savings Account (HSA) and Flexible Spending Account (FSA) options for eligible US employees.
Retirement savings: RRSP with employer matching contributions for Canadian employees.
Paid time off: Paid vacation, personal days, and sick leave.
Family benefits: 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 involvement: An employer-paid volunteer day to support community service initiatives.
Professional development: Tuition reimbursement for eligible educational programs and opportunities to expand your technical skills.
Career advancement: Opportunities for internal promotion, diverse career paths, and professional growth within a global organization.
Remote work flexibility: A full-time remote opportunity, with weekday scheduling requirements and potential overtime.