Support Analyst

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

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Windows

Microsoft 365

End user support

Communication

Troubleshooting

Multitasking

Customer service

Team collaboration

Tools

ServiceNow

Citrix

Exchange

Active Directory

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