IT Support Analyst

Our client, a global technology company focused on Higher Education technology and is looking to have an IT Support Analyst join their North American team, it is a fully remote role! Their goal is to improve student success and college graduation rates worldwide by crafting digital experiences that build community and increase student engagement. They are a global, enterprise SaaS company with 7M+ students in 25 countries actively using their platform. They are working with higher education institutions internationally across North America, Europe and the UK.

As they continue to grow, they are looking for an IT Support Analyst to join their IT Technology Operations team. They are looking for a remote IT Support Analyst who can be a key resourceful go-to person for the company's North American operations reporting to the global IT Manager based in the UK. You will support the IT Manager to ensure networks are running and support onboarding new employees and IT projects.

In this role as the IT go to person in North America, you will provide technical support to the employees on laptops, network, cloud, and software issues. This role is crucial for delivering front-line support to the employees and keeping their internal technologies and infrastructure operational.

In terms of the role responsibilities, you will:

• Support in all security and IT procedures during onboarding and offboarding employees

• Troubleshooting and administering third-party applications used internally

• Set up new hires on email, slack and other SaaS products

• Assess system performance and recommend improvements

• Monitor and manage updates & upgrade software and hardware with new releases and models

• Ensure security of data, network access and backup systems

• Set up user accounts, permissions and passwords and workstations virtually

• Resolve problems reported by end-user & troubleshoot issues and outages

• Support in building an internal wiki with technical documentation and IT policies

• Manage One-stop help desk operations in North America

• Contribute to improving team member support by actively responding to queries and handling complaints

• Work on assigned IT project related tasks

Qualifications:

• At least 2 years of experience in IT support on a corporate service desk level or relevant IT Operations support role.

• Third-party application troubleshooting experience

• Previous experience in onboarding new employees

• Apple and PC support experience

• Familiarity with backup and recovery software and methodologies

• Resourcefulness and customer service oriented with a problem-solving attitude.

• You are a driven self-starter who is excited about collaborating and constant learning

• Experience with working on IT Projects and project coordination is a bonus

• Experience with Jira and Confluence is preferred but not required

Individuals who are most successful in this role will have expertise in the following areas

• Proven work expertise in helping team members remotely

• Experience working in a Cloud-based environment

• Great at organizing, prioritizing and multitasking

• Ability to support IT projects and shift priorities effectively.

• You are a team player focusing on what's best for the team, company, and customers.

• Experience in the Startup/SaaS/Software space is a bonus.

This role is remote anywhere in North America. Eastern time zone is preferred.