Senior Support Analyst
New
J
JobgetherIT support
Based in the United StatesFull-TimeSenior
Salary30 - 36 USD per hour
Apply NowOpens the employer's application page
Job Details
- Languages
- Fluency in French, including reading, writing, and speaking, to support French-speaking employees and teams.
- Experience
- A minimum of 5 years of customer-facing experience, preferably in phone-based technical support, IT help desk operations, or service desk environments.
- Required Skills
- Microsoft OfficeGoogle WorkspaceServiceNow
Requirements
- Have a minimum of 5 years of customer-facing experience, preferably in phone-based technical support, IT help desk operations, or service desk environments.
- Have 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.
- Have 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.
- Be proficient with Windows operating systems, Google Workspace, and Microsoft Office applications.
- Have hands-on experience troubleshooting PC hardware, network connectivity, TCP/IP, LAN/WAN, Wi-Fi, network printers, and audio/video systems.
- Be familiar with Windows Registry settings, .ini file configurations, Control Panel settings, and standard desktop troubleshooting procedures.
- Have experience using ticketing and incident management systems such as ServiceNow.
- Have analytical and problem-solving skills, including root-cause analysis and the ability to recognize recurring technical issues or potential security risks.
- Have strong verbal and written communication skills, active listening, professional phone etiquette, and the ability to explain technical information clearly.
- Be available to work flexible weekday shifts between 6:45 a.m. and 8:15 p.m., with occasional overtime as required.
- French fluency, including reading, writing, and speaking, is a nice-to-have.
Responsibilities
- Diagnose and resolve employee issues involving custom applications, computer hardware, software, Windows, network connectivity, printers, and audio/video equipment.
- Manage support calls and email tickets in a high-volume service desk environment, aiming to resolve at least 85% of incidents at first contact.
- Deliver timely, accurate technical solutions while maintaining a CSAT score of 4.5 or higher.
- Apply security best practices, including identity verification, access permission checks, and secure password resets.
- Handle identity and access management requests using Active Directory and Microsoft Entra ID.
- Identify suspicious activity, phishing concerns, and endpoint security threats, escalating incidents to the Information Security team.
- Investigate root causes and recurring issues and recommend long-term solutions, automation, and self-service resources.
- Record, track, prioritize, and document incidents, troubleshooting steps, resolutions, and escalations in ticketing platforms such as ServiceNow.
- Collaborate with colleagues and technical teams to resolve complex problems and improve service desk procedures.
- Work scheduled weekday shifts between 6:45 a.m. and 8:15 p.m., with overtime when required.
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