Support Analyst - Hybrid IT Helpdesk (Remote/Onsite)

OPENLANE; United States; Hybride; USD 28 000 - 30 000; Plein temps

Avantages offerts par ce poste

Competitive pay

Medical, dental, and vision benefits

Immediately vested 401K with company 1

Paid Vacation, Personal, and Sick Time

Paid maternity and paternity leave

Employer-paid disability and life保险

Robust Employee Assistance Program

Tuition Reimbursement

Opportunities to expand skills

Résumé du poste

OPENLANE is seeking a Support Analyst to join our fast-paced service desk, providing first-level IT support, troubleshooting hardware and software, and resolving customer issues via email and phone. The ideal candidate has at least 1 year of experience in customer or technical support, strong communication, and the ability to work 7:00 AM–8:00 PM, Monday–Friday, onsite in Carmel, IN or remote.

You will participate in resolving issues and improving service delivery in a dynamic environment.

Qualifications

• Minimum of 1 year of customer or technical support experience.
• Working knowledge of Windows OS, Google Workspace, and Microsoft Office.
• Ability to differentiate application, hardware, and network issues for troubleshooting.
• Experience with ServiceNow or other ticketing systems.
• Strong verbal and written communication and documentation skills.
• Ability to work required support hours with flexibility for overtime.

Responsabilités

• Provide first-level support for technical issues via email and phone, aiming for 85% first contact resolution.
• Respond accurately and efficiently to customer incidents and service requests.
• Differentiate between application, hardware, and network issues to direct cases appropriately.
• Follow escalation procedures and ensure timely follow-up on open incidents until resolution.
• Achieve a CSAT score of 4.5+ through excellent service delivery.
• Document all support activities in the ServiceNow ticketing system.
• Troubleshoot issues involving Windows, Google Workspace, and Microsoft applications.
• Identify opportunities to automate or simplify recurring issues and improve self-service.
• Collaborate with team and escalate as needed to resolve problems.

Connaissances

Customer support

Technical troubleshooting

Windows OS

Google Workspace

Microsoft Office

ServiceNow

Outils

ServiceNow

Description du poste

OPENLANE is seeking a Support Analyst to join our fast-paced service desk, providing first-level IT support, troubleshooting hardware and software, and resolving customer issues via email and phone. The ideal candidate has at least 1 year of experience in customer or technical support, strong communication, and the ability to work 7:00 AM–8:00 PM, Monday–Friday, onsite in Carmel, IN or remote.

You will participate in resolving issues and improving service delivery in a dynamic environment.