Sr. Support Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Support Analyst based in Canada.

We are seeking a proactive and security-minded Senior Support Analyst to provide reliable technical assistance in a fast-paced, high-volume service desk environment. In this role, you will serve as a first point of contact for employees experiencing hardware, software, application, and access-related issues. You will combine hands‐on troubleshooting with security awareness to protect systems, manage access requests, and identify potential risks.

Your focus will be on resolving incidents efficiently, delivering an excellent user experience, and maintaining high customer satisfaction. You will also contribute to continuous improvement by identifying recurring issues, documenting solutions, and recommending opportunities for automation and self‐service. This full‐time remote opportunity is ideal for a customer‐focused IT professional who values collaboration, operational excellence, and strong security practices.

Accountabilities:

• Provide first‐level technical support to employees by troubleshooting and resolving issues involving custom applications, computer hardware, software, operating systems, network connectivity, printers, and audio/video equipment.
• Handle incoming phone calls and email tickets in a high‐volume service desk environment, working toward resolving at least 85% of incidents during the first contact.
• Deliver timely, accurate, and secure technical assistance while maintaining a customer satisfaction score (CSAT) of 4.5 or higher.
• Apply security best practices when handling support requests, including verifying user identities, validating access permissions, performing secure password resets, and following established identity and access management procedures.
• Identify suspicious activity, phishing‐related concerns, and potential endpoint security issues, escalating security incidents to the Information Security team according to established protocols.
• Diagnose root causes, recognize recurring technical problems, and recommend long‐term solutions, process improvements, automation opportunities, and self‐service resources to reduce repeat incidents.
• Maintain accurate and detailed records of incidents, troubleshooting steps, resolutions, and escalations using service management platforms such as ServiceNow.
• Support routine identity and access management activities through tools such as Active Directory and Microsoft Entra ID, ensuring requests comply with internal policies and security requirements.
• Collaborate with colleagues and other technical teams to resolve complex issues, share knowledge, incorporate feedback, and improve service desk workflows.
• Maintain professional phone etiquette, clear written communication, and a customer‐first approach while managing competing priorities in a dynamic environment.
• Work scheduled shifts between 6:45 a.m. and 8:15 p.m., Monday through Friday, with overtime when required.

Requirements:

• At least 5 years of customer‐facing experience, preferably in phone‐based technical support, IT help desk operations, or a service desk environment.
• A technical degree at the associate level or higher in Computer Science, Information Systems, or a related discipline; an IT certification such as CompTIA A+, Network+, or Security+; or equivalent practical experience.
• Foundational knowledge of IT security principles, including identity and access management, Active Directory or Microsoft Entra ID, secure password resets, phishing awareness, access control, and endpoint security.
• Proficiency with Windows operating systems, Google Workspace, and Microsoft Office applications.
• Hands‐on experience troubleshooting PC hardware, network connectivity, TCP/IP, LAN/WAN, Wi‐Fi, network printers, and audio/video systems.
• Familiarity with Windows Registry settings, .ini file configurations, Windows Control Panel settings, and standard desktop troubleshooting techniques.
• Experience using ticketing and incident management platforms, such as ServiceNow, to log, track, document, prioritize, and resolve technical issues.
• Strong analytical and problem‐solving abilities, including root‐cause analysis, attention to detail, and the ability to recognize patterns that may indicate recurring technical or security issues.
• Excellent verbal and written communication skills, active listening, professional phone etiquette, and the ability t