Remote IT Support Analyst | Fast-Paced Helpdesk

ADE ADESA Inc; Carmel (IN); On-site; USD 28,000 - 30,000; Full time

Benefits offered by this job

Health benefits

401K

Paid time off

Parental leave

Disability insurance

Tuition reimbursement

Job summary

OPENLANE is seeking a Support Analyst to join our Carmel, IN team. Provide first-level IT support for customers, handling email and phone inquiries, with emphasis on quick issue resolution and accurate ticketing in ServiceNow.

You will diagnose Windows, Google Workspace, and Microsoft applications issues, escalate when needed, and help improve self-service and processes while maintaining professional communication with customers and colleagues.

Qualifications

• Minimum of 1 year of experience in customer or technical support.
• Working knowledge of Windows OS, Google Workspace, and Microsoft Office Suite.
• Ability to differentiate application, hardware, and network issues for troubleshooting.
• Experience with ServiceNow or other ticket management systems.
• Strong verbal and written communication and organizational skills.
• Ability to work required support hours with flexibility for overtime.

Responsibilities

• Provide first-level support for technical issues via email and phone.
• Respond to incidents and service requests with timely resolution and escalation when needed.
• Differentiate between application, hardware, and network issues to direct cases appropriately.
• Follow escalation procedures and ensure follow-up until resolution.
• Document all support activities clearly in ServiceNow.
• Troubleshoot Windows OS, Google Workspace, and Microsoft applications.
• Identify opportunities to automate or improve recurring issues and assist with self-service improvements.

Skills

Customer support

Technical troubleshooting

Communication

Phone & email support

Team collaboration

Education

High school diploma or equivalent

Tools

ServiceNow

Windows OS

Google Workspace

Microsoft Office

Job description

OPENLANE is seeking a Support Analyst to join our Carmel, IN team. Provide first-level IT support for customers, handling email and phone inquiries, with emphasis on quick issue resolution and accurate ticketing in ServiceNow.

You will diagnose Windows, Google Workspace, and Microsoft applications issues, escalate when needed, and help improve self-service and processes while maintaining professional communication with customers and colleagues.