Help Desk / IT Support Analyst

About the role

We are partnering with a growing fintech organization building out its internal support function to keep pace with a fast-expanding customer base. This is a large, well-established support team running a genuine Level 2 and Level 3 model where hard tickets stay with the people who can actually solve them. You will support a remote user population across a complex distributed environment, working alongside engineering when issues turn out to be application-level rather than user-level. If you like owning a problem through to root cause instead of passing it up the chain, this is that kind of desk.

Contract length: 6 months, with strong potential for extension. Role location: US remote; hybrid in Tucson, Arizona is a plus but not required.

Responsibilities

• Provide Level 2 and Level 3 support to remote end users across a distributed environment.
• Troubleshoot software, application, and connectivity issues in depth, rather than triaging and escalating.
• Diagnose obscure faults across complicated distributed systems and establish root cause before escalating.
• Manage user access and permissions across multiple internal systems.
• Log every contact in the incident management platform and drive aging tickets through to closure.
• Support users through asynchronous channels in a way that keeps their downtime to a minimum.
• Partner with engineering teams to resolve application-level issues.
• Support technologies including CRM platforms, VOIP and IVR systems, multi-factor authentication, collaboration and messaging tools, video conferencing, and remote desktop.
• Contribute to documentation and process work under a Knowledge-Centered Support model.
• Translate technical detail into plain language for non-technical users, in writing and on the phone.
• Work a shift pattern as part of a team providing 24/7 coverage across a seven-day rota.

Requirements

• 3 or more years in a help desk, contact center, or end-user technical support role, with proven Level 2 and Level 3 experience.
• In-depth troubleshooting of software, application, and connectivity issues for remote users.
• Experience managing access and permissions across multiple internal systems.
• Hands-on use of an incident management or ticketing platform.
• Ability to determine root cause within complicated distributed systems before escalating.
• Familiarity with CRM platforms, VOIP and IVR systems, multi-factor authentication, collaboration and messaging tools, video conferencing, and remote desktop.
• Exposure to Knowledge-Centered Support methodology, including documentation and process work.
• Strong written and verbal communication, with the ability to explain technical detail plainly.
• Able to stay on top of incoming issues while progressing existing tasks, and to work independently in a constantly changing environment.
• Willing to flex across a seven-day support rota, including shift work.
• Legally authorized to work in the United States for any employer, without sponsorship now or in the future.
• This engagement is W2 only; third-party or corp-to-corp arrangements are not accepted.

Pay

$20 an hour starting.