Support Analyst

OPENLANE•Carmel, IN

18h

About The Position

OPENLANE is seeking a Support Analyst to provide first-level IT support to customers in a fast-paced, high-volume service desk environment. The role handles technical issues involving custom applications, hardware, and software, responding to requests by email and phone, diagnosing root causes, and resolving issues or escalating them appropriately. The analyst helps improve the employee support experience and operational excellence through problem solving, clear communication, accurate documentation, and collaboration. The position is onsite at the Carmel, Indiana headquarters or remote. Scheduled shifts fall between 7:00 AM and 8:00 PM, Monday through Friday, with overtime as needed. Compensation is $20.00–$22.00 USD per hour.

Requirements

At least 1 year of experience providing customer or technical support, preferably in a ticket-based environment.
Working knowledge of Windows operating systems, Google Workspace, and Microsoft Office Suite.
Ability to distinguish application, hardware, and network issues for troubleshooting.
Familiarity with Windows Registry, INI files, and Control Panel settings.
Experience with TCP/IP, LAN/WAN, Active Directory, network printers, and A/V systems.
Experience using ServiceNow or another ticket management system.
Strong verbal and written communication skills, including professional telephone etiquette.
Excellent organizational and documentation skills.
Ability to work under pressure and manage multiple issues simultaneously.
Strong initiative and ability to proactively identify and resolve problems.
Ability to work the required support hours and flexibility for overtime.

Nice To Haves

Proficiency with Mac, Apple iOS, and Android.
Fluency in spoken and written French to support customers in Canada.
Working toward a technical certification or a two-year degree in Computer Science, Information Systems, or a related field.
Experience with hardware troubleshooting and repair.
Knowledge of wireless technology and network configuration.

Responsibilities

Provide first-level technical support via email and phone, targeting 85% first-contact resolution.
Respond accurately and efficiently to customer incidents and service requests.
Distinguish application, hardware, and network issues and direct cases appropriately.
Follow escalation procedures and follow up on open incidents until resolution.
Deliver service that achieves a Customer Satisfaction Survey score of 4.5 or above.
Document support activities clearly and consistently in the ServiceNow ticketing system.
Troubleshoot issues involving Windows operating systems, Google Workspace, and Microsoft applications.
Identify opportunities to automate or simplify recurring issues and improve customer self-service.
Share process-improvement ideas and collaborate on long-term solutions.
Maintain professionalism, patience, and effective relationship management in customer interactions.
Work scheduled shifts between 7:00 AM and 8:00 PM, Monday through Friday, and overtime as needed.

Benefits

Medical, dental, and vision benefits with employer HSA contributions and FSA options in the US.
Immediately vested 401(k) with company match in the US, or RRSP with company match in Canada.
Paid vacation, personal, and sick time.
Paid maternity and paternity leave in the US.
Employer-paid short-term disability, long-term disability, life insurance, and AD&D in the US.
Employee Assistance Program.
Employer-paid Leap into Service Day for volunteering.
Tuition reimbursement for eligible programs.
Opportunities to expand skills and share knowledge across a publicly traded global organization.
Internal promotions, diverse career paths, and opportunities for advancement.