Remote IT Product Support Analyst

Valid8 Financial, Inc.; New York (NY); On-site; USD 25,000 - 34,000; Full time

Job summary

ADAPTATION is seeking multiple full-time Help Desk/IT Product Support Analysts to join our Evening Shift to support a large IT Support Team program.

After a two-week training period onsite in Lower Manhattan, position will be fully remote in the meantime, with the expectation that the job will eventually be full time onsite.

The role requires strong communication, data analysis, issue resolution, and remote support for lane technicians to ensure seamless system operations and KPI performance.

Qualifications

• Experience with one Help Desk system or equivalent tracking software.
• Basic MS Office experience (Excel, Word, Teams).

Responsibilities

• Provide remote and onsite support for lane technicians.
• Log and track issues with proper documentation.
• Identify root causes and escalate complex problems.
• Communicate with customers via email and phone.
• Monitor KPI-related trends and report on performance.
• Maintain high level of service and contract compliance.
• Shift assignments are determined by the MMC Manager.

Skills

Help desk software

MS Office (Excel/Word/Teams)

Job description

ADAPTATION is seeking multiple full-time Help Desk/IT Product Support Analysts to join our Evening Shift to support a large IT Support Team program.

After a two-week training period onsite in Lower Manhattan, position will be fully remote in the meantime, with the expectation that the job will eventually be full time onsite.

The role requires strong communication, data analysis, issue resolution, and remote support for lane technicians to ensure seamless system operations and KPI performance.