IT Support Analyst

Overview Are you ready to make a difference in the world of consumer finance? At Attain Finance, we bring over 50 years of expertise in providing credit solutions across the U.S. and Canada. Our deep roots in the financial industry have empowered us to develop convenient, easily accessible financial services that meet our customers' growing needs. Join a leading consumer credit lender that thrives on innovation and collaboration, where your contributions are truly valued. Our portfolio includes distinguished brands like Cash Money®, LendDirect® and Heights Finance. Each brand is constantly evolving to better serve our customers. Be part of a dynamic team that is shaping the future of consumer finance. Apply today and take the next step in your career with Attain Finance! As an IT Support Analyst, you will be the first point of contact for end-users seeking technical assistance in a remote work environment. You will provide front-line support, troubleshoot issues, and ensure a high level of customer satisfaction. Your role is crucial in resolving technical problems, escalating complex issues to Tier 2 or higher support levels, and maintaining the smooth operation of IT services from a remote setting Responsibilities As an IT Support Analyst, you will be the first point of contact for end-users seeking technical assistance in a remote work environment. You will provide front-line support, troubleshoot issues, and ensure a high level of customer satisfaction. Your role is crucial in resolving technical problems, escalating complex issues to Tier 2 or higher support levels, and maintaining the smooth operation of IT services from a remote setting. Key Responsibilities: Respond promptly to user inquiries via phone, email, or ticketing system. Provide technical support and guidance to end-users in a professional and courteous manner. Troubleshoot and resolve basic hardware, software, and network issues remotely. Perform initial diagnostics and attempt to resolve issues within defined SLAs (Service Level Agreements). Log, categorize, and prioritize support tickets using the company's ticketing system. Track and update the status of issues, ensuring timely resolution and clear communication with end-users. Assist with the setup, configuration, and troubleshooting of IT equipment remotely, including computers, printers, and peripherals. Provide support for common applications and operating systems. Provide support for Office 365 applications, including email setup, configuration, and troubleshooting. Familiarity with AWS and Azure is a plus. Assist with basic troubleshooting and user support related to these platforms. Provide support and troubleshooting for Windows 10/11/MacOS, including system configurations, updates, and common issues. Identify and escalate unresolved or complex issues to Tier 2 or higher support levels. Ensure proper handoff and documentation of escalated cases. Maintain accurate and detailed records of support activities, solutions, and procedures. Contribute to the development and maintenance of knowledge base articles and technical documentation. Adhere to company policies, procedures, and IT security protocols. Ensure compliance with regulatory requirements and industry best practices Qualifications Education & Experience: Associate’s degree in Information Technology, or a related field, or equivalent work experience. 1-2 years of experience in IT support or a related customer service role. Technical Skills: Proficiency with common operating systems, such as Windows 10/11/MacOS and office applications (Microsoft Office 365) Basic understanding of networking concepts (IP addresses, DNS, etc.) and hardware components. Familiarity with ticketing systems and remote support tools is a plus. Good understanding of Active Directory and/or Azure Active Directory, and experience performing basic functions such as password resets and security group changes. Familiarity with AWS and AppStream is a plus. Soft Skills: Excellent communication and interpersonal skills. Strong problem-solving abilities and attention to detail. Ability to work effectively both independently and as part of a remote team. Strong organizational skills with the ability to manage multiple priorities. Certifications (Preferred): CompTIA A+ or equivalent certification. ITIL Foundation certification is a plus. Additional Information: Work Environment: This position is fully remote. Candidates must have a reliable internet connection and a suitable home office setup to perform their duties effectively Schedule: Monday through Friday, 7:00 AM to 4:00 PM Central Time On-Call Requirement: Participation in a rotating on-call schedule shared among team members. Base Hourly Rate: $20.50 - $24.00 USD The base hourly range represents the low and high end of the anticipated hourly range for this position. The actual base hourly offered for this full-time position will be determined by various factors, including but not limited to, location, skills, knowledge, competencies, and experience. All full-time employees are also eligible for the following benefits: Paid Time Off, Medical, Dental, Vision, 401k, Life Insurance, Disability, and other voluntary coverages. This employer participates in E-Verify for US-based hires. # AttainFinance #AttainRP #Hybrid EEO Statement Attain Finance Supports Equal Employment Opportunity. Attain Finance (dba Cash Money®, LendDirect®, and Heights Finance) is committed to a policy of providing equal employment opportunity to all qualified employees and applicants. This commitment is reflected in all aspects of our daily operations. We do not discriminate on the basis of race, color, sex, religion, national origin, marital status, age, disability, veteran status, or genetic information in any personnel practice, including recruitment, hiring, training, compensation, promotion, and discipline. Additionally, we do not discriminate based on any other characteristic protected by applicable state/provincial or local law where a particular employee works. In addition, it is the policy of Attain Finance to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by federal law and any state/provincial law where a particular employee works. Notice to Attain Finance job applicants: Attain Finance will never ask for your personal banking information, transfer of funds, a credit card, or for you to purchase any equipment to process a job application or for training. Authorized Attain Finance representatives' email addresses will end in @attainfinance.com, @heightsfinance.com, @lenddirect.com, and @cashmoney.ca.