Remote IT Support Analyst — Growth & AI Tools

Franklin Fitch; United States; Remoto; USD 68.000 - 83.000; Tempo pieno

Descrizione del lavoro

Franklin Fitch is seeking a Support Analyst for a fully remote role in the United States. The position offers a competitive salary up to $75,000 DOE and a pathway to grow within a professional services environment.

You will handle first-line support for hardware, software, and network-related issues, and collaborate with senior engineers to continuously improve processes. The role requires 1–2 years of help desk experience, strong Windows and Microsoft 365 knowledge, and excellent communication

Competenze

• 1 to 2 years of help desk or IT support experience.
• Strong working knowledge of Windows and Microsoft 365.
• Excellent communication with a customer-first mindset.
• Experience with ITSM concepts and ticket lifecycle.

Mansioni

• Provide first-line phone and remote support for hardware, software, and network issues.
• Troubleshoot incidents, gather information, and resolve or escalate tickets to Tier II.
• Manage tickets through full lifecycle in ITSM platform.
• Support onboarding, device imaging, workstation setup, and user accounts.
• Support laptops, desktops, printers, mobile devices, AV equipment, remote connectivity.
• Assist users with Microsoft 365 applications and Windows environments.
• Participate in floor support, training, documentation, and process improvements.
• Collaborate with supervisors and senior engineers in a fast-paced legal support environment.

Conoscenze

Windows

Microsoft 365

End user support

Communication

Troubleshooting

Multitasking

Customer service

Team collaboration

Strumenti

ServiceNow

Citrix

Exchange

Active Directory

Descrizione del lavoro

Franklin Fitch is seeking a Support Analyst for a fully remote role in the United States. The position offers a competitive salary up to $75,000 DOE and a pathway to grow within a professional services environment.

You will handle first-line support for hardware, software, and network-related issues, and collaborate with senior engineers to continuously improve processes. The role requires 1–2 years of help desk experience, strong Windows and Microsoft 365 knowledge, and excellent communication