IT Support Analyst - Tier 1

Description
We are Indeed Flex. We Help People Get Jobs. Right now, we're hiring!
The current staffing model is broken, with low wages and limited opportunities. As flexible work continues to grow, we're taking a radically different approach: providing job seekers with control, ownership and choice, so employees can find the working patterns and scenarios to suit their lifestyles. In doing so, we aim to revolutionize the industry.
After demonstrating our approach throughout the UK under the Syft brand, we were acquired by Indeed.com in 2019 and we rebranded to Indeed Flex in 2020. With continued independence and phenomenal levels of support we've been able to accelerate our mission as we expand throughout the US as well as the UK. Fast growth creates tremendous opportunities - come and join a team of inquisitive, passionate, and driven individuals helping each other grow and building something meaningful!
Main Purpose
Indeed Flex is looking for an experienced IT Support Analyst to join our Internal Operations team and be part of the internal team providing IT Support to our internal and partner end-users, platforms, and technologies, and help drive process and technology improvements during a period of rapid growth. Within our state-of-the-art facilities, this role will work closely and collaborate with high-stakes contributors and subject matter authorities across all departments to research and fix system issues, prioritize and resolve case backlogs, collect requirements, document user profiles, provision systems, document test scripts, implement user acceptance testing, enforce internal policies, and communicate system-related updates to employees.
Responsibilities & Duties

• Provide 1st line IT technical support to internal employees and partner end-users.
• Proactively monitor day-to-day support activities, internal systems, and escalations to drive and provide a strong customer service-oriented environment focused on problem prediction, detection, and resolution.
• Manage end-user support queries via company communication channels and ensure all requests are properly documented, prioritized appropriately, and end-users updated.
• Enforce IT standards, policies, practices, and procedures
• Provide technical knowledge to colleagues and end-users regarding hardware, software, telephony, and internal business systems or processes.
• Facilitate external support engagement where problems cannot be resolved in-house.
• Coordinate with UK support personnel to ensure support coverage across multiple time zones, global/local team KPI and SLA adherence, and quarterly bonus objectives.

Requirements
Qualifications and Skills

• 2+ years of relevant hands-on enterprise technical customer support experience.
• 1+ year(s) of experience leading projects.
• Working knowledge of Windows and Mac operating systems
• Familiar with business technologies such as Salesforce, OneLogin, Knowledge-Centered Service (KCS), Agile methodology, Windows and Mac OS, Google Workspace usage and administration, anti-malware, networking, and VPN technologies.
• Experience with managing service SLA and KPI performance metrics.
• Communicate in a professional and friendly manner with co-workers and customers.
• Passionate about technology enablement and delivering an exceptional user experience.
• Proactively seek out ways to continuously improve technology, systems, and personal skills development.
• Self-starter, energetic, strong organizational skills, and ability to prioritize workload.
• Excellent customer service skills to understand issues and provide solutions.
• Possess strong listening skills and empathy.

Benefits
What you'll get from us...

• $42,000 - $46,000 Base Salary
• 25 Days PTO Annually (Prorated in 1st Year) + Birthday Off
• Sign-On Bonus
• Performance-Based Bonuses paid twice yearly
• Generous Commission Structure
• Short Term Incentive Plan (STIPs)
• Unreserved Stock Options
• Comprehensive Medical, Dental, and Vision Insurance
• 401K
• Access to all Company & Employee Benefits
• 8 Public Holidays + Last Week of the Year Off, Paid
• Allotment of Duvet Days Available
• Laptop + WFH equipment
• Amazing company culture
• Flexible Work Arrangements
• Volunteer days
• STIPs (Short Term Incentive Plan)
• Regular team-building events

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Where legally permitted, Indeed Flex requires all individuals attending or working out of Indeed Flex offices or visiting Indeed Flex clients to be fully vaccinated against COVID-19. For positions that can only be performed at an Indeed Flex office, candidates must be fully vaccinated against COVID-19 and present acceptable proof of vaccination by the hire date as a condition of employment. For positions that require some in-office work or in-person client meetings, exceptions to these in-office or in-person job requirements may be made at the discretion of the business through June 2022, at which point full vaccination will be required. Indeed Flex will consider requests for a reasonable accommodation as required under applicable law. To qualify as being fully vaccinated against COVID-19 there should have been a two-week period after receiving the second dose (or any government-recommended booster shot) in a 2-dose COVID-19 vaccine series, or a two-week period after receiving a single-dose (or any government-recommended booster shot) in a single dose COVID-19 vaccine.