Support Center Analyst

Binding Minds Inc. (Certified Disability Owned Business Enterprise); United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Binding Minds Inc. is seeking a Support Center Analyst to provide first-line IT support across the firm. You will handle incidents, document resolutions, and coordinate with Level 2/3 teams to uphold service levels.

You will administer Azure AD, Exchange lists, and security tools, while building strong client relationships and delivering clear communications. Weekend/on-call rotation is required.

Qualifications

• High School Diploma or GED.
• Knowledge of Windows 11 Enterprise, MS Office 365, and remote access technologies (VPN, RDP, AVD, wireless, and mobile).
• Prior client service experience with strong customer service skills.
• Strong analytical, problem-solving, and organizational skills.
• A proactive, collaborative, solution-oriented approach, with strong accountability and initiative.
• Excellent oral and written communication skills, with the ability to work effectively with personnel at all levels.
• Availability for rotational weekly on-call duty on weekends and after hours.

Responsibilities

• Deliver timely technical support by phone, email, and voicemail, tailoring instructions for non-technical users.
• Log, troubleshoot, resolve, and escalate incidents and service requests in ServiceNow, aiming to resolve issues within 15 minutes whenever possible.
• Use and maintain system administration tools to support users as well as Level 2 and Level 3 teams.
• Keep the Support Center knowledge base, ticket records, and technical expertise current.
• Build positive client relationships, understand user needs, and ensure high-quality service.
• Produce weekly and special reports, and distribute IT Bulletins and system notifications.
• Manage user onboarding, offboarding, account transfers, and Microsoft Exchange distribution lists.
• Administer Azure Active Directory, ADUC, MECM, Microsoft Entra ID, MFA, and Intune to support user accounts and mobile devices.
• Manage SPAM through Mimecast and monitor cybersecurity alerts using LogRhythm and MS ATA.
• Conduct WAN Restoration testing across the US, Europe, and Asia Pacific regions.
• Support product QA testing, Support Center projects, and process improvement efforts.
• Collaborate with fellow analysts, management, and other support teams to maintain service levels and resolve technical issues.

Skills

Customer service

Analytical thinking

Problem-solving

Communication

On-call readiness

Education

High School Diploma or GED

AA degree (preferred)

Tools

ServiceNow

Mimecast

LogRhythm

MS ATA

Azure AD / Intune

Job description

The Support Center Analyst delivers Firmwide first-line support, system administration, and problem resolution for hardware and software applications. The role works closely with fellow analysts to maintain Support Center documentation and the ticket management database, and partners with management to uphold service levels and refine service techniques. Client service and satisfaction are central to every aspect of the position.

Key Responsibilities

• Deliver timely technical support by phone, email, and voicemail, tailoring instructions for non-technical users.
• Log, troubleshoot, resolve, and **escalate** incidents and service requests in ServiceNow, aiming to resolve issues within 15 minutes whenever possible.
• Use and maintain system administration tools to support users as well as Level 2 and Level 3 teams.
• Keep the Support Center knowledge base, ticket records, and technical expertise current.
• Build positive client relationships, understand user needs, and ensure high-quality service.
• Produce weekly and special reports, and distribute IT Bulletins and system notifications.
• Manage user onboarding, offboarding, account transfers, and Microsoft Exchange distribution lists.
• Administer Azure Active Directory, ADUC, MECM, Microsoft Entra ID, MFA, and Intune to support user accounts and mobile devices.
• Manage SPAM through Mimecast and monitor cybersecurity alerts using LogRhythm and MS ATA.
• Conduct WAN Restoration testing across the US, Europe, and Asia Pacific regions.
• Support product QA testing, Support Center projects, and process improvement efforts.
• Collaborate with fellow analysts, management, and other support teams to maintain service levels and resolve technical issues.

About You

Required

• High School Diploma or GED.
• Knowledge of Windows 11 Enterprise, MS Office 365, and remote access technologies (VPN, RDP, AVD, wireless, and mobile).
• Prior client service experience with strong customer service skills.
• Strong analytical, problem-solving, and organizational skills.
• A proactive, collaborative, solution-oriented approach, with strong accountability and initiative.
• Excellent oral and written communication skills, with the ability to work effectively with personnel at all levels.
• Availability for rotational weekly on-call duty on weekends and after hours.

Preferred

• AA degree in Computer Information Systems, Computer Science, or an equivalent IT certification.
• Knowledge of PowerShell, legal document software, and system administration.