IT Support Analyst

Summary

Attain Finance is a consumer credit lender providing accessible 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 to higher-tier support.

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
• 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
• 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
• ITIL Foundation certification is a plus

Qualifications

Must Haves

• 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
• 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

Nice to Haves

• CompTIA A+ or equivalent certification
• 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
• ITIL Foundation certification is a plus

Benefits

• Fully remote work arrangement
• Paid Time Off
• Medical coverage
• Dental coverage
• Vision coverage
• 401k
• Life Insurance
• Disability coverage
• Other voluntary coverages