IT Support Analyst (Evening Shift)

Role Overview

ID.me is looking for an IT Support Analyst to join our IT department to support end users to resolve any technical issues.

This role will be responsible for triaging and resolving tier 1 and 2 support tickets in a 24 hour environment. Assisting the IT team with hardware setup, new hire equipment coordination, and various IT administrative tasks.

If you enjoy the challenge of rolling up your sleeves and jumping in to solve technology and hardware related problems, this would be an excellent opportunity for you!

Responsibilities

• Provide front-line support to end users on various technical issues
• Troubleshoot and support Apple hardware, software, and peripherals
• Answer questions and resolve helpdesk requests in a timely manner
• Provide friendly customer support for the entire organization while maintaining SLAs
• Maintain ownership of the support request
• Log details of the interaction within the support tool
• Consult with members of the IT team on possible solutions to complex and recurring problems
• Set up new hire equipment including laptops, monitors, and other accessories
• Help support user accounts across various internal and external systems
• Assist in setting up hardware and internal software systems
• Assist with writing documentation and technical instructions
• Ensure compliance with IT operating procedures and ensure accuracy in logs
• Assist with obtaining and replacing equipment if necessary
• Support existing IT infrastructure
• Assist with boxing and shipping of equipment
• Install and configure new IT equipment
• Other responsibilities as assigned

Required Qualifications

• 2+ years of experience in a desktop support or IT support role in an enterprise environment
• Exceptional customer service skills and patience is a must
• Experience with different platforms and various operating systems
• Experience diagnosing, debugging and resolving technical issues
• Being a team player who is also willing to ask questions
• Ability to work independently and prioritize tasks
• Ability to pay close attention to detail while performing technical tasks
• Ability to write clear and concise documentation
• Excellent time management, organizational, written, and verbal communication skills
• Experience working with a ticket-based support system
• Ability to move IT equipment weighing up to 25 pounds, occasionally up to 50 pounds

Preferred Qualifications

• Remote Desktop support
• Experience supporting multiple OS environments.
• Experience supporting common corporate cloud applications
• Experience with MDM and common issues

Vision : To be the world's leading digital identity network empowering people to control their own information and to prove their credentials across all channels : online, call center, and in-person.

Mission : To make the world a more trusted place by delivering the highest level of security with the least amount of friction at the lowest possible cost.

People : We have an audacious mission. We aim to fix the identity layer of the internet. Billions of people will live better lives with more trust and convenience thanks to ID.

me . We are like Special Forces. We take on the most difficult challenges with amazing teammates.

ID.me Core Values : *Don't be a jerk. *Always compete. *Ask questions like a 5-year old. *Inspire people with your passion.

• Make something better every day. *Treat each customer like your favorite family member. *Own your mistakes so you can learn from them.
• Details are everything. *Communicate like a scientist. *Be truthful (even when it's hard). *Reflect ID.me 's values in your actions. *Act like an owner.

ID.me Career Site & Culture Deck : https : / / www.id.me / careers

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The annual base salary listed below for this role is based on experience, skills, education, relevant training and geographic location.

Company bonus, incentive for sales roles, equity, and benefits are available depending on the role.

ID.me offers comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.

The above represents the anticipated total rewards package for this job requisition. Final offers may vary from the amount listed based on qualifications, professional experiences, skills, education, relevant training, geographic location, and other job related factors.

Pay Range

$55,000 $70,000 USD

ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.

me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

ID.me adheres to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.

In addition, ID.me's policy is to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works.

Upon request we will provide you with more information about such accommodations.

Please review our Privacy Policy, including our CCPA policy, at id.me / privacy . If you provide ID.me with any personally identifiable information you confirm that you have read and agree to be bound by the terms and conditions set out in our Privacy Policy.

ID.me participates in E-Verify.