Sr. Support Analyst (Remote)

Role overview Provide first-line technical support and basic security triage in a busy service desk environment. You’ll help employees resolve application, hardware, software, and account access issues, aiming for fast, helpful resolutions while following identity verification and security procedures. The team handles phone calls and email tickets on weekdays, with incidents escalated through established channels when needed.

Responsibilities - Troubleshoot employee issues involving computers, applications, network access, printers, and audio or video equipment. - Resolve incidents at first contact where possible, verify users and access permissions, and document work clearly in the ticketing system. - Handle routine identity and access requests, including secure password resets, and escalate suspected security incidents appropriately. - Maintain responsive, empathetic service and work toward the stated first-contact resolution and customer satisfaction targets. - Investigate recurring issues and threats, suggest durable fixes or self-service options, and share service desk knowledge with teammates. - Work scheduled weekday shifts between 6:45 a.m. and 8:15 p.m.; overtime may be required.

Requirements - At least 5 years of customer-facing experience, preferably in phone-based technical support. - A technical degree, relevant IT certification, or equivalent practical experience; candidates may also be working toward a degree or credential. - Foundational understanding of identity and access management, secure password resets, phishing awareness, and endpoint security. - Proficiency with Windows, Google Workspace, and Microsoft Office. - Hands-on troubleshooting experience with PC hardware, TCP/IP networking, Wi-Fi, printers, and audio/video systems. - Familiarity with Windows Registry, configuration files, Control Panel settings, and incident tracking in a ticketing platform.

Nice to have - Fluent French for supporting French-speaking colleagues. - Prior security desk experience or credentials such as Security+ or SSCP.

Benefits and work setup - Hybrid work in Carmel, Indiana, or fully remote within the eligible work area. - Hourly pay range: $30–$36 USD. - Benefits include medical, dental, and vision coverage, retirement contributions, paid leave, disability and life insurance, an employee assistance program, and tuition reimbursement. Some benefits vary by country.