Sr. Support Analyst (Remote)

OPENLANE•Carmel, IN

5d•$30 - $36•Hybrid

About The Position

The Sr. Support Analyst provides first-level technical support and basic security triage for OPENLANE employees, resolving issues related to custom applications, hardware, software, and access management. Operating in a fast-paced, high-volume service desk environment, our team handles inbound calls and email tickets Monday through Friday. This role plays a key part in maintaining day-to-day operations while acting as a front-line defense against security risks, following established escalation paths to ensure incident resolution and system integrity.

Requirements

Minimum of 5 years of customer-facing experience (preferably phone-based technical support).
Working toward or holding a technical degree (Associate's or higher) in Computer Science/IS, an IT certification (e.g., CompTIA A+, Network+, Security+), or equivalent practical experience.
Foundational understanding of identity and access management (Active Directory/Entra ID), secure password resets, phishing awareness, and endpoint security principles.
Proficiency with Windows Operating Systems, Google Workspace, and the Microsoft Office suite.
Hands-on experience troubleshooting PC hardware, network connectivity (TCP/IP, LAN/WAN, Wi-Fi), network printers, and audio/video systems.
Familiarity with Windows Registry, .ini file configurations, and Control Panel settings.
Experience using ticketing platforms (e.g., ServiceNow) to log, track, and document incidents.
Security & Analytical Mindset: Background in or strong awareness of IT security concepts (e.g., access control, identity management, phishing awareness, and endpoint security) coupled with strong root-cause analysis skills.
Customer Service Excellence: Patience, empathy, and a strong dedication to delivering an outstanding user experience under pressure.
Communication & Etiquette: Excellent verbal and written communication skills, including professional phone etiquette and detailed ticket documentation.
Adaptability & Drive: Strong organizational skills, active listening, and a proactive willingness to collaborate or seek guidance when needed.

Nice To Haves

Bilingualism: Fluency in French (reading, writing, and speaking) to support our teams in Canada.
Security Certifications/Interest: Prior security desk experience or foundational security credentials (e.g., Security+, SSCP).
Ability to work shifts between 6:45 AM and 8:15 PM (Monday–Friday) and perform overtime as required.
Bilingual Advantage (Bonus): Ability to read, write, and speak fluent French to support our Canadian user base.

Responsibilities

Drive toward resolving at least 85% of incoming incidents on first contact while ensuring security protocols (such as user verification and access permissions) are strictly maintained.
Deliver accurate, timely, and secure solutions to maintain a Customer Satisfaction (CSAT) score of 4.5 or higher.
Identify root causes, recognize recurring threats or application issues, and propose long-term fixes, self-service opportunities, or automation to prevent future tickets.
Serve as an extra layer of defense by recognizing potential security risks, handling routine access/identity management requests, and properly escalating security incidents to the Information Security team.
Receive constructive feedback positively, share knowledge with teammates, and suggest ongoing improvements to service desk workflows.

Benefits

Competitive pay
Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
Immediately vested 401K (US) or RRSP (Canada) with company match
Paid Vacation, Personal, and Sick Time
Paid maternity and paternity leave (US)
Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
Robust Employee Assistance Program
Employer paid Leap into Service Day to volunteer
Tuition Reimbursement for eligible programs
Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
Company culture of internal promotions, diverse career paths, and meaningful advancement