IT Support Analyst I – 3rd Shift

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver first-level IT support to employees and clients via telephone, chat, email, and ServiceNow.

• Manage incidents and service requests utilizing incident management and request fulfillment processes.

• Address inquiries concerning issue statuses, password resets, software difficulties, system and network conditions, change queries, and general support questions.

• Diagnose computer hardware, software, devices, components, network equipment, and connectivity issues.

• Provide support for Microsoft Windows, Mac OS, desktops, laptops, MS Office, MS O365, and third-party software platforms.

• Utilize inbound and outbound calls, remote access to client PCs, third-party administrator tools, and email communication.

• Act as the initial point of contact for customers seeking technical support.

• Conduct remote troubleshooting using diagnostic techniques and relevant questioning.

• Identify solutions based on the details provided by customers regarding their issues.

• Assist customers through the problem-solving process.

• Escalate unresolved issues to higher levels of support.

• Provide precise information regarding IT products or services.

• Document incidents, problems, and resolutions in logs.

• Follow up and update customers on their status and information.

• Relay customer feedback and suggestions to the relevant internal teams.

• Identify and propose procedural enhancements.

• Participate in computer data recovery activities and continuous improvement initiatives.

• Collaborate closely with leadership to enhance customer support and satisfaction.

⛳️ Requirements

• A minimum of a high school diploma or an equivalent combination of education and experience in Information Technology, Computer Science, or a related field.

• Industry-specific certifications such as HDI, MCP, Network+, and A+ certification are preferred.

• HDI certification is required within one year of hiring.

• 1 to 2 years of experience providing IT technical support via phone, chat, or email is preferred.

• Ability to work from Sunday night through Thursday morning, from 9 PM EST to 7:30 AM EST.

• This position is currently not eligible for sponsorship.

🏝️ Benefits

• Competitive wages.

• Medical coverage with telemedicine services.

• Dental and vision plans.

• Basic and optional life insurance.

• Paid Time Off (PTO).

• Maternity, parental, and family care leave.

• Community volunteer time off.

• 12 paid holidays.

• Company-paid disability insurance.

• 401k plan with employer matching.

• Health Savings Accounts (HSA) with company contributions.

• Flexible Spending Accounts (FSA).

• Supplemental insurance options.

• Employee Assistance Program (EAP).

• Tuition reimbursement.

• Wellness program.

• Remote-first, flexible work environment.