Sr. Support Analyst

<h3>Accountabilities:</h3><li>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.</li><li>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.</li><li>Deliver timely, accurate, and secure technical solutions while maintaining a customer satisfaction score (CSAT) of 4.5 or higher.</li><li>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.</li><li>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.</li><li>Identify suspicious activity, phishing concerns, and potential endpoint security threats, escalating security incidents to the Information Security team according to established protocols.</li><li>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.</li><li>Record, track, prioritize, and document incidents, troubleshooting steps, resolutions, and escalations through ticketing platforms such as ServiceNow.</li><li>Collaborate with colleagues and technical teams to resolve complex problems, share knowledge, incorporate feedback, and continuously improve service desk procedures.</li><li>Maintain professional communication, detailed documentation, and a customer-first approach while managing competing priorities in a dynamic support 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>A minimum of 5 years of customer-facing experience, preferably in phone-based technical support, IT help desk operations, or service desk environments.</li><li>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.</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, Control Panel settings, and standard desktop troubleshooting procedures.</li><li>Experience using ticketing and incident management systems, such as ServiceNow, to document, track, prioritize, and resolve support requests.</li><li>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.</li><li>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.</li><li>A customer-oriented mindset characterized by patience, empathy, accountability, and a commitment to delivering 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 required.</li><h2>Nice to have:</h2><li>Fluency in French, including reading, writing, and speaking, to support French-speaking employees and teams.</li><li>Previous experience in a security-focused service desk role or familiarity with security incident triage and escalation.</li><li>Relevant security certifications or 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>, depending on experience, qualifications, and skills.</li><li>
<strong>Comprehensive healthcare:</strong>Medical, dental, and vision insurance.</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>Immediately vested 401(k) plan with employer matching contributions.</li><li>
<strong>Paid time off:</strong>Paid vacation, personal days, and sick leave.</li><li>
<strong>Family support:</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 engagement:</strong>An employer-paid volunteer day dedicated to community service.</li><li>
<strong>Professional development:</strong>Tuition reimbursement for eligible programs and opportunities to expand your technical knowledge and skills.</li><li>
<strong>Career growth:</strong>Opportunities for internal promotions, diverse career paths, knowledge sharing, and professional advancement within a global organization.</li><li>
<strong>Remote work flexibility:</strong>A full-time remote opportunity, with weekday scheduling requirements and potential overtime.</li><li>
<strong>Collaborative environment:</strong>The opportunity to work alongside technical professionals focused on service quality, security, and continuous improvement.</li>