Sr. Support Analyst

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.

We are looking for a customer-focused Senior Support Analyst to deliver reliable technical assistance while helping safeguard an organization's IT environment. In this role, you will serve as a first point of contact for employees experiencing hardware, software, application, and access-related issues. You will combine hands-on troubleshooting with security awareness to identify potential risks, manage access requests, and protect sensitive systems. Working in a fast-paced, high-volume service desk environment, you will focus on resolving incidents efficiently and maintaining excellent customer satisfaction. You will also identify recurring problems, investigate root causes, and recommend process improvements that reduce support requests and strengthen operational efficiency. This full-time remote opportunity is ideal for an experienced IT professional who values service excellence, security, collaboration, and continuous improvement.

Accountabilities:

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.
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, 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).
Benefits:
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.