Senior IT Support & Security Analyst (Hybrid Remote)

OPENLANE; United States; Hybrid; USD 41,000 - 50,000; Full time

Job summary

OPENLANE is seeking a self-motivated Sr. Support Analyst with a security-minded approach to provide first-level tech support for employees, handling applications, hardware, software, and access management.

In a fast-paced service desk, you will manage inbound calls and emails, ensuring incident resolution, system integrity, and maintaining strong CSAT while applying security best practices.

Qualifications

• Minimum 5 years of customer-facing technical support experience.
• Foundational understanding of identity and access management (Active Directory/Entra ID).
• Proficiency with Windows OS, Google Workspace, and Microsoft Office.

Responsibilities

• Resolve incidents on first contact while upholding security protocols.
• Deliver accurate, timely, and secure solutions to maintain CSAT 4.5+.
• Identify root causes and propose long-term fixes or automation for tickets.
• Recognize security risks and escalate incidents to the Information Security team.
• Contribute to continuous improvement of service desk workflows.

Skills

Customer service

IT troubleshooting

Security mindset

Communication skills

Identity management

Windows OS

Ticketing systems

Education

Associate’s degree or higher in Computer Science / IS

IT certification (e.g., CompTIA A+, Network+, Security+)

Tools

ServiceNow

Job description

OPENLANE is seeking a self-motivated Sr. Support Analyst with a security-minded approach to provide first-level tech support for employees, handling applications, hardware, software, and access management.

In a fast-paced service desk, you will manage inbound calls and emails, ensuring incident resolution, system integrity, and maintaining strong CSAT while applying security best practices.