Remote IT Support Analyst - Fast-Paced Service Desk

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

Benefits offered by this job

Medical, dental, and vision benefits (

Employer-sponsored retirement plan

Paid time off

Job summary

OPENLANE is seeking a Support Analyst to join a fast-paced, high-volume service desk. You will handle customer inquiries via email and phone, diagnose issues, and escalate where necessary to ensure timely resolution.

The role emphasizes teamwork, documentation, and delivering consistent customer service while maintaining high satisfaction scores. The position supports Windows, Google Workspace, and Microsoft Office environments, with shifts between 7:00 AM and 8:00 PM, in Carmel, IN, or remote

Qualifications

• Minimum 1 year in customer or technical support in a ticket-based environment.
• Proficiency with Windows OS, Google Workspace, and Microsoft Office Suite.
• Ability to diagnose issues by differentiating apps, hardware, and network problems.

Responsibilities

• Provide first-level support for technical issues via email and phone.
• Aim for 85% first contact resolution.
• Differentiate between application, hardware, and network issues to route correctly.
• Follow escalation procedures and ensure timely follow-up until resolution.
• Document all support activities in ServiceNow and maintain clear records.

Skills

Customer support

Windows OS

Google Workspace

Microsoft Office

Active Directory

ServiceNow

TCP/IP

Documentation

Job description

OPENLANE is seeking a Support Analyst to join a fast-paced, high-volume service desk. You will handle customer inquiries via email and phone, diagnose issues, and escalate where necessary to ensure timely resolution.

The role emphasizes teamwork, documentation, and delivering consistent customer service while maintaining high satisfaction scores. The position supports Windows, Google Workspace, and Microsoft Office environments, with shifts between 7:00 AM and 8:00 PM, in Carmel, IN, or remote