Support Analyst

Franklin Fitch; United States; Remote; USD 68,000 - 83,000; Full time

Benefits offered by this job

Fully remote work

Overtime eligibility

Performance-based bonuses

Job summary

Franklin Fitch is seeking a Support Analyst for a fully remote role in the United States. You will provide first-line phone and remote support for hardware, software, and network issues, troubleshoot incidents, and manage tickets from start to finish.

Ideal candidates have 1–2 years in help desk, strong Windows and Microsoft 365 knowledge, excellent communication, and a proactive attitude. Onsite training opportunities, overtime eligibility, and performance bonuses are noted.

Qualifications

• 1–2 years of help desk, service desk, or IT support experience, though more junior or senior candidates will also be considered
• Strong working knowledge of Windows, Microsoft 365, and end user support environments
• Excellent communication skills with a customer-first mindset and the ability to support stakeholders at all levels
• Strong troubleshooting, problem solving, and multitasking abilities in a high-volume support setting
• A proactive attitude with the willingness to learn and develop technically
• Experience with Active Directory, Citrix, Exchange, or ServiceNow is a plus
• Previous legal industry experience is beneficial but not essential

Responsibilities

• Provide first-line phone and remote support for hardware, software, and network related issues
• Troubleshoot incidents efficiently, gather key information, and resolve or elevate tickets to Tier II support where required
• Manage and track tickets through the full lifecycle within the ITSM platform, ensuring strong response times and customer communication
• Support onboarding, device imaging, workstation setup, office moves, and user account administration
• Deliver support for laptops, desktops, printers, mobile devices, AV equipment, and remote working connectivity issues
• Assist users with Microsoft 365 applications, Windows environments, and basic troubleshooting for AI tools and automation platforms
• Participate in floor support, user training sessions, documentation creation, and continuous process improvements
• Work closely with supervisors and senior engineers in a fast paced legal support environment with a strong focus on customer service

Skills

Windows

Microsoft 365

Customer service

Troubleshooting

IT support

Tools

Active Directory

Citrix

Exchange

ServiceNow

Job description

Support Analyst | Fully Remote | Up to $75,000 DOE

Our professional services client is looking for a Support Analyst to join their team!

What you’ll do

• Provide first-line phone and remote support for hardware, software, and network related issues
• Troubleshoot incidents efficiently, gather key information, and resolve or elevate tickets to Tier II support where required
• Manage and track tickets through the full lifecycle within the ITSM platform, ensuring strong response times and customer communication
• Support onboarding, device imaging, workstation setup, office moves, and user account administration
• Deliver support for laptops, desktops, printers, mobile devices, AV equipment, and remote working connectivity issues
• Assist users with Microsoft 365 applications, Windows environments, and basic troubleshooting for AI tools and automation platforms
• Participate in floor support, user training sessions, documentation creation, and continuous process improvements
• Work closely with supervisors and senior engineers in a fast paced legal support environment with a strong focus on customer service

What you’ll bring

• 1 to 2 years of help desk, service desk, or IT support experience, although more junior or senior candidates will also be considered
• Strong working knowledge of Windows, Microsoft 365, and end user support environments
• Excellent communication skills with a customer first mindset and the ability to support stakeholders at all levels
• Strong troubleshooting, problem solving, and multitasking abilities in a high volume support setting
• A proactive attitude with the willingness to learn and develop technically
• Experience with Active Directory, Citrix, Exchange, or ServiceNow is a plus
• Previous legal industry experience is beneficial but not essential

What’s in it for you

• Competitive salary up to $75,000 plus overtime eligibility and performance based bonuses throughout the year
• Fully remote opportunity with occasional onsite training and collaboration near the LA office
• Comprehensive onboarding and hands on training during the first month onsite
• Clear progression opportunities with a company that prioritises internal promotions and long term career development
• Supportive leadership team focused heavily on mentorship, feedback, and personal growth
• Exposure to modern technologies, AI tools, and automation platforms within a professional services environment
• Collaborative team environment with dedicated supervisors committed to developing future Tier II and infrastructure talent