Senior Support Analyst
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Job Description
Sr. Support Analyst providing first-level IT support and security triage for OPENLANE’s digital used-vehicle marketplace. Resolving employee hardware, software, access, and application issues.
Responsibilities:
- Provide first-level technical support and basic security triage for OPENLANE employees
- Resolve issues involving custom applications, hardware, software, and access management
- Handle inbound calls and email tickets Monday through Friday in a fast-paced, high-volume service desk environment
- Resolve at least 85% of incoming incidents on first contact while maintaining user verification and access-permission security protocols
- Deliver accurate, timely, and secure solutions while maintaining a CSAT score of 4.5 or higher
- Identify root causes, recurring threats, and application issues; propose long-term fixes, self-service opportunities, or automation
- Monitor security and access requests, recognize potential risks, handle routine identity-management requests, and escalate security incidents to Information Security
- Document incidents in ticketing platforms and follow established escalation paths
- Share knowledge and suggest improvements to service desk workflows
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
- Ability to work shifts between 6:45 AM and 8:15 PM (Monday–Friday) and perform overtime as required
- Fluency in French is a nice-to-have/bonus, not a requirement
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
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