IT Support Analyst I - Remote

Role overview

Responsibilities

• Serve as the first contact for customers seeking technical assistance by phone or email.
• Troubleshoot remotely, determine solutions, and guide customers through problem solving.
• Escalate unresolved issues and provide accurate information about IT products and services.
• Log incidents and resolutions, follow up with customers, and pass feedback to internal teams.
• Suggest procedure improvements and participate in data recovery and continuous improvement.

Technical support scope

• Support Windows, macOS, desktops, laptops, printers, servers, Microsoft Office, vendor software, computer hardware, network devices, and connectivity.
• Use phone, chat, ServiceNow, email, remote access, and third-party administration applications.

Qualifications

• High school diploma or equivalent combination of education and experience in IT, Computer Science, or a related field.
• HDI certification is required within one year of hire; HDI, MCP, Network+, and A+ certifications are preferred.
• One to two years of IT support by phone, chat, and/or email is preferred.

Shift

• Monday, Tuesday, Thursday, and Friday, 7 a.m. to 6 p.m. EST.

Workplace

• The posting identifies the position as remote and describes the company environment as remote-first and flexible.

Compensation

• Hourly salary range is USD 19.18 to USD 28.75; the anticipated hiring range is typically from the minimum to the midpoint.
• Actual compensation may vary with experience, skills, qualifications, education, internal equity, and business considerations.

Benefits

• Benefits include medical, dental, vision, life and disability insurance, paid time off, holidays, retirement plan matching, health and flexible spending accounts, employee assistance, tuition reimbursement, and wellness programs. Eligibility conditions apply.