Sr. Support Analyst (Remote)

This is a Fully Remote Job
About Our Client:
This organization operates in the technology and digital marketplace industry, focusing on wholesale used vehicle remarketing. It addresses challenges in the wholesale automotive space by providing a data-driven, user-friendly platform that facilitates smarter buying and selling decisions. The company emphasizes innovation, collaboration, and a customer-centric approach to accelerate the future of wholesale remarketing.
About the Opportunity:
The SR. SUPPORT ANALYST role is designed to provide first-level technical support combined with security-focused triage to employees. This position ensures smooth daily operations by resolving technical issues efficiently while maintaining strong security practices. The role is critical in protecting system integrity and supporting users in a fast-paced service desk environment.
Responsibilities:
Provide first-contact resolution for technical incidents, aiming for at least 85% resolution rate.
Perform basic security triage, including user verification and access control.
Deliver timely, accurate, and secure support to maintain high customer satisfaction.
Identify root causes of recurring issues and propose sustainable solutions.
Monitor and handle routine access and identity management requests.
Escalate security incidents appropriately to the Information Security team.
Participate in continuous service desk improvement and knowledge sharing.
Requirements:
Minimum five years of customer-facing technical support experience.
Technical education or certifications in Computer Science, IT, or related fields.
Understanding of identity and access management systems and security principles.
Proficiency with Windows OS, Google Workspace, Microsoft Office.
Hands-on troubleshooting skills for PC hardware, networks, printers, and AV systems.
Experience with ticketing platforms such as ServiceNow.
Ability to work flexible shifts and overtime as needed.
Pay Range and Compensation Package:
Hourly pay range: $30.00 - $36.00 USD
Benefits & Perks:
Medical, dental, and vision insurance with employer contributions.
Immediately vested 401(k) plan with company match.
Paid vacation, personal, sick time, and parental leave.
Employer-paid disability and life insurance.
Employee assistance program and volunteer service day.
Tuition reimbursement and career development opportunities.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.

Work arrangement
Yes