2nd Line Support Analyst

Since 1964, the firm has grown through mergers with regional CPA practices. Remote work is fine outside busy season, and most people come in two or three days a week.

The position

The 2nd Line Support Analyst is the first point of contact for staff with computer, phone, printer and account problems. We engage team members in India as full-time contractors. Most of our contractors have been with us for more than two years. You will need at least 4 hours of overlap with US Central time. A stable internet connection and a backup power option are required.

What you'll do

• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Write and update knowledge base articles for common problems
• Escalate network, server and application problems to the right team with clear notes
• Track hardware inventory and warranty status in the asset system

Minimum qualifications

• 3-5 years of help desk or desktop support experience
• Experience with Active Directory user and group management
• Familiarity with Microsoft 365 admin tasks
• Working knowledge of Windows 10/11 and basic macOS support
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• High school diploma or GED required. Associate degree in IT preferred

Compensation: $6.00 - $7.00 an hour

Why work with us

• Paid time off
• Monthly internet allowance
• Annual rate review
• Paid in USD

Duration: 6 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Foundrybound.