Associate Tech Support Analyst

Job Summary

Operating in a fully remote environment, the full-time Associate Tech Support Analyst will manage complex technical support issues, handle over 50 high-sensitivity calls and tickets daily, and ensure compliance with security and privacy regulations while serving as a peer mentor and supporting quality assurance efforts.

Key responsibilities

• Put security, privacy, and regulatory compliance at the forefront of every technical decision and caller interaction
• Resolve intricate gateway and authentication failures while managing high-priority escalations through ServiceNow
• Document ticket details and call notes rapidly, maintaining compliance with HIPAA and federal regulations

Required qualifications

• High School Diploma / GED required
• 4+ years of technical support or helpdesk experience in an enterprise IT service desk environment
• 3+ years of experience in high-sensitivity phone environments with a focus on complaint resolution
• 3+ years of experience troubleshooting complex enterprise security infrastructure and authentication platforms
• 65+ WPM typing speed with strong accuracy in documentation