Sr. Support Analyst

<h3>Accountabilities:</h3><li>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.</li><li>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.</li><li>Deliver timely, accurate, and secure technical assistance while maintaining a customer satisfaction score (CSAT) of 4.5 or higher.</li><li>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.</li><li>Identify suspicious activity, phishing-related concerns, and potential endpoint security issues, escalating security incidents to the Information Security team according to established protocols.</li><li>Diagnose root causes, recognize recurring technical problems, and recommend long-term solutions, process improvements, automation opportunities, and self-service resources to reduce repeat incidents.</li><li>Maintain accurate and detailed records of incidents, troubleshooting steps, resolutions, and escalations using service management platforms such as ServiceNow.</li><li>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.</li><li>Collaborate with colleagues and other technical teams to resolve complex issues, share knowledge, incorporate feedback, and improve service desk workflows.</li><li>Maintain professional phone etiquette, clear written communication, and a customer-first approach while managing competing priorities in a dynamic environment.</li><li>Work scheduled shifts between 6:45 a.m. and 8:15 p.m., Monday through Friday, with overtime when required.</li><h2>Requirements:</h2><li>At least 5 years of customer-facing experience, preferably in phone-based technical support, IT help desk operations, or a service desk environment.</li><li>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.</li><li>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.</li><li>Proficiency with Windows operating systems, Google Workspace, and Microsoft Office applications.</li><li>Hands-on experience troubleshooting PC hardware, network connectivity, TCP/IP, LAN/WAN, Wi-Fi, network printers, and audio/video systems.</li><li>Familiarity with Windows Registry settings, .ini file configurations, Windows Control Panel settings, and standard desktop troubleshooting techniques.</li><li>Experience using ticketing and incident management platforms, such as ServiceNow, to log, track, document, prioritize, and resolve technical issues.</li><li>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.</li><li>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.</li><li>A customer-oriented mindset characterized by patience, empathy, accountability, and a commitment to delivering secure, high-quality support under pressure.</li><li>Strong organizational skills, adaptability, and a proactive approach to teamwork, continuous learning, and seeking guidance when necessary.</li><li>Availability to work flexible weekday shifts between 6:45 a.m. and 8:15 p.m., with occasional overtime as needed.</li><h2>Nice to have:</h2><li>Fluency in French, including reading, writing, and speaking, to support French-speaking employees across Canada.</li><li>Previous experience in a security-focused service desk role or familiarity with security operations and incident escalation.</li><li>Relevant security certifications or foundational credentials, such as CompTIA Security+ or Systems Security Certified Practitioner (SSCP).</li><h2>Benefits:</h2><li>
<strong>Competitive compensation:</strong>Hourly pay ranging from<strong>$30 to $36 USD</strong>, according to the original job listing. The applicable compensation and currency for Canadian-based employees should be confirmed with the hiring team.</li><li>
<strong>Comprehensive healthcare:</strong>Medical, dental, and vision coverage, subject to the applicable employee benefits plan.</li><li>
<strong>Health spending options:</strong>Employer contributions to a Health Savings Account (HSA) and Flexible Spending Account (FSA) options for eligible US employees.</li><li>
<strong>Retirement savings:</strong>RRSP with employer matching contributions for Canadian employees.</li><li>
<strong>Paid time off:</strong>Paid vacation, personal days, and sick leave.</li><li>
<strong>Family benefits:</strong>Paid maternity and paternity leave for eligible US employees.</li><li>
<strong>Financial protection:</strong>Employer-paid short-term disability, long-term disability, life insurance, and accidental death and dismemberment (AD&amp;D) coverage for eligible US employees.</li><li>
<strong>Employee well-being:</strong>Access to a comprehensive Employee Assistance Program.</li><li>
<strong>Community involvement:</strong>An employer-paid volunteer day to support community service initiatives.</li><li>
<strong>Professional development:</strong>Tuition reimbursement for eligible educational programs and opportunities to expand your technical skills.</li><li>
<strong>Career advancement:</strong>Opportunities for internal promotion, diverse career paths, and professional growth within a global organization.</li><li>
<strong>Remote work flexibility:</strong>A full-time remote opportunity, with weekday scheduling requirements and potential overtime.</li>