Hybrid IT Support Analyst — Remote or Carmel HQ

Remote Jobs; Carmel (IN); Hybrid; USD 28,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Medical/dental/vision with employer HS

401K with company match

Paid vacation/sick time

Parental leave (US)

Disability and life insurance

EAP

Volunteer day

Tuition reimbursement

Career growth

Job summary

OPENLANE is seeking a Support Analyst to join a fast-paced service desk, handling customer issues related to custom applications, hardware, and software. You will respond to requests via email and phone, diagnose root causes, and escalate as needed while maintaining high-quality customer care.

Ideal candidates have at least 1 year in customer or technical support, strong communication, and ability to work across Windows, Google Workspace, and Microsoft applications.

Qualifications

• Minimum of 1 year of customer or technical support experience.
• Experience in ticket-based environments preferred.
• Experience with Windows OS, Google Workspace, and Microsoft Office Suite.

Responsibilities

• Provide first-level support for technical issues via email and phone, aiming for 85% first contact resolution.
• Respond to incidents and service requests accurately and promptly.
• Differentiate between application, hardware, and network issues for proper routing.
• Follow escalation procedures and ensure timely follow-up until resolution.
• Document activities clearly within the ticketing system.

Skills

Customer service

Analytical thinking

Communication

Problem solving

Ticketing systems

Windows OS

Google Workspace

Microsoft Office

Time management

Education

Two-year technical degree in CS/IS or related

French language (nice to have)

Tools

ServiceNow

Job description

OPENLANE is seeking a Support Analyst to join a fast-paced service desk, handling customer issues related to custom applications, hardware, and software. You will respond to requests via email and phone, diagnose root causes, and escalate as needed while maintaining high-quality customer care.

Ideal candidates have at least 1 year in customer or technical support, strong communication, and ability to work across Windows, Google Workspace, and Microsoft applications.