General information Name Response - Support Analyst I Posting Title Response - Support Analyst I Ref # 2236872 Date Published Monday, June 8, 2026 Close Date 09/07/2026 Job Category Internal Firm Services Advertised Location US-Remote Working time Full Time Description &.
Emphasis is placed on clear communication and customer service.
The role focuses on resolving straightforward issues, with a goal of addressing 80% of incidents without escalation.
Includes shared on-call duties during evenings, weekends, and holidays.
This is a virtual or hybrid position.
What You Will Do: Provide first-level technical support for hardware, software, network, and access issues via phone, email, chat, and video.
Troubleshoot and resolve issues using documented procedures and available tools Promote self-help resources and escalate unresolved tickets after 30 minutes Maintain confidentiality and direct complex requests to management · Log all actions, inquiries, and resolutions accurately Follow up with users and set realistic expectations Meet performance metrics, including answering calls within 15 seconds and keeping abandoned call rate below 5% Manage ticket backlog and contribute to departmental goals Participate in on-call rotations during evenings, weekends, holidays, and shift changes Minimum.