Note: The job is a remote job and is open to candidates in USA. Attain Finance is a consumer credit lender providing financial services across the U.S. and Canada. The IT Support Analyst serves as the first point of contact for remote end-user technical assistance, troubleshooting hardware, software, network, and application issues, managing support tickets, and escalating complex problems while maintaining accurate documentation and IT security compliance.
Responsibilities
- Respond promptly to user inquiries via phone, email, or ticketing system. Provide technical support and guidance to end-users in a professional and courteous manner
- Troubleshoot and resolve basic hardware, software, and network issues remotely. Perform initial diagnostics and attempt to resolve issues within defined SLAs (Service Level Agreements)
- Log, categorize, and prioritize support tickets using the company's ticketing system. Track and update the status of issues, ensuring timely resolution and clear communication with end-users
- Assist with the setup, configuration, and troubleshooting of IT equipment remotely, including computers, printers, and peripherals. Provide support for common applications and operating systems
- Provide support for Office 365 applications, including email setup, configuration, and troubleshooting
- Familiarity with AWS and Azure is a plus. Assist with basic troubleshooting and user support related to these platforms
- Provide support and troubleshooting for Windows 10/11/MacOS, including system configurations, updates, and common issues
- Identify and escalate unresolved or complex issues to Tier 2 or higher support levels. Ensure proper handoff and documentation of escalated cases
- Maintain accurate and detailed records of support activities, solutions, and procedures. Contribute to the development and maintenance of knowledge base articles and technical documentation
- Adhere to company policies, procedures, and IT security protocols. Ensure compliance with regulatory requirements and industry best practices
Skills
- Associate's degree in Information Technology, or a related field, or equivalent work experience
- 1-2 years of experience in IT support or a related customer service role
- Proficiency with common operating systems, such as Windows 10/11/MacOS and office applications (Microsoft Office 365)
- Basic understanding of networking concepts (IP addresses, DNS, etc.) and hardware components
- Good understanding of Active Directory and/or Azure Active Directory, and experience performing basic functions such as password resets and security group changes
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and attention to detail
- Ability to work effectively both independently and as part of a remote team
- Strong organizational skills with the ability to manage multiple priorities
- This position is fully remote. Candidates must have a reliable internet connection and a suitable home office setup to perform their duties effectively
- Monday through Friday, 7:00 AM to 4:00 PM Central Time
- Participation in a rotating on-call schedule shared among team members
- CompTIA A+ or equivalent certification
- ITIL Foundation certification is a plus
- Familiarity with AWS and Azure is a plus
- Familiarity with ticketing systems and remote support tools is a plus
- Familiarity with AWS and AppStream is a plus
Benefits
- Fully remote position
- All full-time employees are eligible for Paid Time Off
- All full-time employees are eligible for Medical coverage
- All full-time employees are eligible for Dental coverage
- All full-time employees are eligible for Vision coverage
- All full-time employees are eligible for a 401k
- All full-time employees are eligible for Life Insurance
- All full-time employees are eligible for Disability coverage
- All full-time employees are eligible for other voluntary coverages
Company Overview
Company H1B Sponsorship