Sr. Support Analyst (Fully Remote)

Confidential; United States; Remote; USD 41,000 - 50,000; Full time

Benefits offered by this job

Comprehensive healthcare

Retirement plans

PTO

Paid parental leave

Professional development

Job summary

Confidential is seeking a helpdesk professional in the United States to be the first point of contact for employees needing technical support. The role blends hands-on troubleshooting with security awareness to protect IT systems.

You will handle incidents across hardware, software, Windows, network, and access issues, manage a high volume of tickets in ServiceNow, and contribute to security by escalating potential threats. Competitive hourly pay and benefits are provided.

Qualifications

• Experience delivering technical support to employees or customers.
• Ability to troubleshoot hardware, software, Windows, network, and access issues.
• Understanding of security best practices and threat awareness.

Responsibilities

• Serve as the first point of contact for employees needing technical support.
• Resolve incidents involving hardware, software, Windows, network, and access issues.
• Manage high-volume tickets in ServiceNow and hit at least 85% first-contact resolution.
• Apply security best practices and elevate potential threats to the InfoSec team.

Skills

Technical support

Troubleshooting

Security awareness

Customer service

Incident management

Tools

ServiceNow

Job description

• You will serve as the first point of contact for employees needing technical support.
• You'll combine hands-on troubleshooting with security awareness to protect IT systems.

Key Responsibilities:

• Resolve incidents involving hardware, software, Windows, network, and access issues.
• Manage high-volume tickets in ServiceNow and hit at least 85% first-contact resolution.
• Apply security best practices and elevate potential threats to the InfoSec team.
• Enjoy hourly pay of $30-36 USD with comprehensive healthcare and retirement plans.
• Take advantage of PTO, paid parental leave, and professional development opportunities.

Confidential

This position is with a global organization focused on delivering reliable IT support and safeguarding its technology environment. The company fosters a collaborative, customer-first culture with an emphasis on security and continuous improvement.