user support analyst

Khalid Pup Tech

<p><b>Key Responsibilities</b></p><p><i>We are seeking a skilled IT Support Analyst to deliver reliable technical support and operational IT services across our Muscat operations. The role combines hands‑on troubleshooting, systems administration tasks and stakeholder‑facing support to ensure high availability and user productivity.</i></p><p>Primary responsibilities</p><ul><li>Act as second‑line support for escalated incidents from the helpdesk: diagnose and resolve desktop, application, network and endpoint issues.</li><li>Manage user accounts, permissions and group policies in Active Directory/Azure AD; administer Microsoft 365 services.</li><li>Support endpoint management including imaging, patching, software deployment and device lifecycle management (Intune/SCCM or equivalent).</li><li>Troubleshoot network connectivity, VPN, printers and common infrastructure issues; liaise with networking teams for complex incidents.</li><li>Perform system health checks, monitoring, log analysis and incident remediation; participate in change windows and maintenance activities.</li><li>Maintain and improve runbooks, knowledgebase articles and operational documentation.</li><li>Assist with application support, deployments, integrations and basic scripting/automation (PowerShell).</li><li>Support IT asset management, procurement and vendor coordination.</li><li>Provide technical guidance to helpdesk staff and perform user training as required.</li><li>Participate in on‑call rota and provide timely responses to critical incidents and outages.</li></ul><p>Required qualifications &amp; skills</p><ul><li>2+ years&rsquo; experience in IT support, systems administration or analyst role.</li><li>Strong troubleshooting skills across Windows desktop/server environments and Microsoft 365; macOS experience advantageous.</li><li>Practical experience with Active Directory/Azure AD, Group Policy, Intune/SCCM and common enterprise tools.</li><li>Working knowledge of networking fundamentals (TCP/IP, DHCP, DNS), VPNs and printer systems.</li><li>Basic scripting/automation skills (PowerShell or similar) and familiarity with ITSM/ticketing platforms (ServiceNow, Zendesk or equivalent).</li><li>Good analytical, documentation and communication skills in English; Arabic advantageous.</li><li>Relevant certifications (Microsoft, CompTIA Network+/A+, ITIL Foundation) desirable.</li><li>Legal right to work in Oman and ability to travel to Muscat sites as required.</li></ul><p>What we offer</p><ul><li>Competitive Oman‑market salary and benefits.</li><li>Professional development and certification support.</li><li>Clear progression paths to senior systems, network or security roles and exposure to regional IT projects.</li></ul><p>Job Types: Full-time, Permanent</p><p>Pay: RO25.200 - RO50.200 per hour</p><p>Work Location: On the road</p>

IT support analyst

Snohomish County PUD No.1

<div><div><div><div><div><b>Job ID</b></div> <div>16731</div> <div><b>Department</b></div> <div>ITS End User Support</div>
</div><br>
<div><div><b>Employment Status</b></div> <div>Time Limited - 90 days to 2 years</div> <div><b>Type</b></div> <div>Full Time - Hourly</div>
</div><br>
<div><div><b># of Openings</b></div> <div>1</div> <div><b>Union Classification</b></div> <div>Non Union</div>
</div><br>
<div><div><b>Work Location</b></div> <div>On-Site Office</div> <div><b>Job Location</b></div> <div>Everett, Washington (US-WA)</div>
</div><br>
<div><div><b>Closing Date</b></div> <div>04/15/2026</div> <div><b>Salary/Wage</b></div> <div>$74,679.00 - $93,348.00 annually</div></div></div><br>
</div>
<p></p><div><div><div><h2 class="jobSectionHeader"><b>Posting Information</b></h2>
</div><div><p><b>
We ask that you provide a clear and concise cover letter explaining as to why this position would be a great opportunity for you</b></p></div></div><div><div><h2 class="jobSectionHeader"><b>
Basic Responsibilities</b></h2>
</div><div><p>
Snohomish County PUD is seeking an End User Support Analyst I to support existing helpdesk staff by providing end-user support to District employees.</p><p><br>
This is an onsite role (not hybrid/remote). Work hours are flexible between 7:00 a.m. and 5:30 p.m., Monday-Friday and may change based on the needs of the District. This position requires some travel within Snohomish County to other offices; a valid driver's license is required to operate District vehicles.</p><p><br>
The successful candidate will have some experience through school, certifications, and/or previous work, troubleshooting computer issues and assisting employees with requests. Support is provided via phone, in person, email, and chat.</p><div><br>
<b>
Key Responsibilities:</b><br>
<ul><li>Respond to end-user requests and incidents via phone, in person, email, and chat</li><li>Troubleshoot and help resolve basic hardware, software, and peripheral issues</li><li>Set up and deploy end-user devices and peripherals (e.g., laptops, desktops, monitors, docking stations, headsets)</li><li>Support mobile device setup and troubleshooting (iPhones/iPads)</li><li>Document work performed in tickets and maintain accurate notes and task tracking</li><li>Follow established procedures and collaborate with peers and partner departments</li></ul></div><div><br>
<b>
Required Skills:</b><br>
<ul><li>Good verbal and written communication skills</li><li>Customer service experience over the phone and in person</li><li>Experience or education with setup and troubleshooting of iPhones, iPads, laptops, desktops and peripherals such as monitors, docking stations and headphones</li><li>Following procedures with excellent attention to detail</li><li>Good listening skills</li></ul></div></div></div><div><div><h2 class="jobSectionHeader"><b>
Job Definition</b></h2>
</div><div><p>
The End User Systems Analyst I is responsible for providing outstanding support of computer systems and infrastructure. The role will provide technical support directly to employees, performing on-the-spot diagnostic evaluations, discovering efficiency gains, and standardizing all routine tasks. This role will take help desk calls and assist in hardware administration and security including but not limited to: software troubleshooting, mobile device management, and process consulting. The role will also assist IT members with Active Directory Users &amp; Computers, Group Policy Management, Cloud administration, and Email Management. The person will assist with the identification, prioritization, and resolution of critical infrastructure and security-related issues that impact business operations. End User Systems Analysts I often participate in technology projects and are frequently consulted for support of new software and solutions implemented by the District.</p></div></div><div><div><h2 class="jobSectionHeader"><b>
Experience/Education</b></h2>
</div><div><p><b>
$74,679 - $93,348 Annually</b></p><br>
<p></p>
<p><b>
Minimum Education and Experience</b></p>
<ul>
<li>Bachelor's Degree in Computer Science/IT, or related field;</li>
</ul>
<p><b>OR</b></p>
<ul>
<li>Associate's Degree in Computer Science, or related field, <b>AND</b></li>
<li>Two (2) years of related Information Technology experience;</li>
</ul>
<p><b>OR</b></p>
<ul>
<li>Four (4) years of related Information Technology experience.</li></ul><br>
<p></p>
<p><b>
Minimum Required License(s) and/or Certification(s):</b></p>
<ul>
<li>Washington State Driver's License</li></ul><br>
<p><br>
You can find the full job description for this position, including accountabilities, required skills and abilities, and physical and mental demands and working conditions, on the following pages: End User Systems Analyst I.</p></div></div></div><h2 class="jobSectionHeader"><b>
Benefits</b></h2>
<p>
In addition to a competitive compensation program, Snohomish County PUD #1 offers a comprehensive benefits package. Employees and eligible dependents may enroll in medical, dental, vison, core term life insurance, long-term disability, accidental death and dismemberment, voluntary term life, flexible spending accounts, health savings account and retirement benefits (including PERS pension, 401(k), and a 457 plan). The Snohomish County PUD also provides an employee assistance program, tuition reimbursement, short-term disability, paid time off benefits starting at 20 days a year, plus 5 days of extended sick leave and 11 paid holidays. For more information on our benefits package please visit www.snopud.com/benefitoverview</p><br>
<p></p>
<p><b>
Snohomish County PUD #1 is an Equal Opportunity Employer of Minorities, Women, Disabled and Veterans.</b></p><br>
<p></p>
<h2 class="jobSectionHeader"><b>
Our Values</b></h2>
<p>
We hold ourselves and every member of Team PUD to high standards.</p>
<p>
Every day we <b>SAFEGUARD</b> what matters, putting employee and community safety first.</p>
<p>
We have <b>INTEGRITY</b>. We are a <b>TEAM</b>.<br>
We <b>SERVE</b> with pride, <b>RISE</b> to challenges.<br>
We choose to <b>INCLUDE</b> all, <b>SEEK</b> growth, and be <b>BOLD</b>.</p><br>
<p><br>
<b>Nearest Major Market: </b>Seattle
<br>
<b>Nearest Secondary Market: </b>Everett
<br>
<b>Job Segment: </b>Systems Analyst, Help Desk, Information Technology, Computer Science, Cloud, Technology</p></div>

End User Sys Analyst I

HomeXpress Mortgage Corp

<div><b>Company Description</b><p><br>
HomeXpress &ndash; Your Leading Non-QM Mortgage Lender.</p><p>
Join our growing team and be part of the Top Non-QM Lender in the Business.</p><p>
We are known for closing mortgage loans with speed, ease, and convenience.</p><p>
Licensed in 46 States, we provide brokers with a full suite of mortgage products, including VA, FHA, &amp; FHLMC.</p><p>
If you have a service first mentality and thrive in a fast-paced environment, HomeXpress is the place for you.</p><p>
Join us as we continue to grow and expand our business to the Non-Delegated Correspondent Channel!</p><b><br>
Job Description</b><p></p><p><br>
Job Title: <b>Mortgage Application Support Analyst I</b></p><p>
Department: IT</p><p>
Reports To: LOS Manager</p><p>
FLSA Status: Non-Exempt</p><p>
Management: No</p><p>
Salary Range: $65,000 - $75,000/yr</p><p></p><p><b><br>
PRIMARY FUNCTIONS: </b>The Mortgage Application Support Analyst I provides front-line technical and operational support for mortgage origination systems, broker portals, and related applications. This role is responsible for ensuring seamless loan flow by troubleshooting issues across the loan lifecycle, supporting brokers and internal users, and maintaining system functionality within the Loan Origination System (LOS) and integrated platforms.<br>
</p><p><b>ESSENTIAL DUTIES AND RESPONSIBILITIES</b>:</p><ul><li>
Serve as primary support resource for the Loan Origination System (LOS), broker portal, and integrated mortgage applications</li><li>
Troubleshoot and resolve issues related to loan submission, registration, disclosures, underwriting workflows, and loan status progression</li><li>
Support external brokers and internal users with application access, system navigation, and issue resolution</li><li>
Analyze and resolve data, workflow, and integration issues impacting loan processing and funding timelines</li><li>
Monitor system queues, error logs, and exception reports to proactively identify and resolve production issues</li><li>
Coordinate with IT, vendors, and business units to escalate and resolve system defects or outages</li><li>
Assist in user provisioning, role/security configuration, and access management within mortgage systems</li><li>
Document recurring issues, resolutions, and system behaviors to improve support efficiency and knowledge sharing</li><li>
Participate in system testing, release validation, and user acceptance testing (UAT) for LOS enhancements and updates</li><li>
Support enforcement of system controls, compliance requirements, and data integrity standards within mortgage platforms</li></ul><p><b>
DESIRED PERSONAL CHARACTERISTICS:</b></p><ul><li>
Strong sense of ownership over loan flow and user experience</li><li>
Detail-oriented with a focus on accuracy in a regulated environment</li><li>
Ability to remain calm and effective under production pressure</li><li>
Analytical thinker with strong problem-solving skills</li><li>
Customer-focused mindset, particularly in supporting brokers and sales channels</li><li>
Adaptable and open to evolving systems, workflows, and technologies</li><li>
Strong communicator able to bridge technical and business teams</li></ul><p><b>
JOB REQUIREMENTS:</b></p><ul><li>
Working knowledge of mortgage processes (loan lifecycle, underwriting, disclosures, closing)</li><li>
Experience supporting or working within a Loan Origination System (e.g., Byte, Encompass, etc.)</li><li>
Ability to troubleshoot system, workflow, and data-related issues in a production environment</li><li>
Familiarity with user access/security models and system configuration concepts</li><li>
Strong communication skills with ability to support both technical and non-technical users</li><li>
Experience working in a fast-paced, deadline-driven mortgage or financial services environment</li><li>
Proficiency with Microsoft Office 365 and general business applications</li></ul><p><b>
EDUCATION</b>:</p><ul><li>
Bachelor&rsquo;s Degree (Business, Information Systems, or related field preferred)</li></ul><p><b>
EXPERIENCE:</b></p><ul><li>
2&ndash;5 years of experience in mortgage operations, LOS support, or application support role</li></ul><p><b>
PHYSICAL REQUIREMENTS:</b></p><ul><li>
This position is in an office setting with computer and general office equipment. The position requires the ability to move freely around within the department and other department locations</li></ul><br>
<b>
Additional Information</b><p><br>
All your information will be kept confidential according to EEO guidelines.</p></div>

Mortgage Application Support Analyst I

Care Access

<div><div><p><b>About Care Access</b></p>
<p>
Care Access is working to make the future of health better for all. <b>With hundreds of research locations, mobile clinics, and clinicians across the globe, we bring world-class research and health services directly to communities that often face barriers to care. </b>We are dedicated to ensuring that every person has the opportunity to understand their health, access the care they need, <b>and contribute to the medical breakthroughs of tomorrow.</b></p>
<p>
With programs like <i>Future of Medicine</i>, which makes advanced health screenings and research opportunities accessible to communities worldwide, and <i>Difference Makers</i>, which supports local leaders to expand their community health and wellbeing efforts, we put people at the heart of medical progress. Through partnerships, technology, and perseverance, we are reimagining how clinical research and health services reach the world. Together, we are building a future of health that is better and more accessible for all.</p>
<p>
To learn more about Care Access, visit www.CareAccess.com.</p></div><div>
<h3 class="jobSectionHeader"><b>
How This Role Makes a Difference</b></h3>
<div>
<p>This role is dedicated to supporting the frontline teams who power Care Access's mission to accelerate access to clinical research and expand participation in care. As a <b>Systems Support Analyst</b>, you will serve as the first point of contact for our internal end users, providing timely, thoughtful technical and product support to staff operating in fast-moving, decentralized environments. You will play a critical role in ensuring our frontline teams can do their work effectively by building trust, demonstrating empathy, and resolving issues efficiently. This includes troubleshooting user-reported challenges, distinguishing between workflow, training, and technical issues, and escalating more complex problems to developers, Technical Project Managers (TPMs), and cross-departmental partners when deeper investigation is required. As a key member of the Support function, you will help translate complex systems and processes into clear, actionable guidance, contributing to operational stability and continuous improvement. If you thrive in a mission-driven organization, enjoy collaborating across teams, and are motivated by enabling others to succeed in advancing clinical research, this role offers a meaningful opportunity to make an impact.</p>
</div>
<div><h3 class="jobSectionHeader"><b>How You'll Make An Impact</b></h3>
<div><ul><li>Serve as the initial point of contact for end user inquiries, delivering timely, high-quality support via phone, email, and chat to Care Access frontline staff.</li>
<li>Build and maintain strong, trust-based relationships with end users by demonstrating empathy, active listening, and a deep understanding of their day-to-day workflows and challenges.</li>
<li>Translate technical concepts into clear, practical guidance that enables frontline teams to operate efficiently and confidently.</li>
<li>Troubleshoot and resolve application and system issues, accurately distinguishing between user error, workflow gaps, configuration issues, and system-level defects.</li>
<li>Document issues thoroughly and escalate complex technical challenges to developers, Technical Project Managers (TPMs), and cross-functional partners as needed, providing clear context, reproduction steps, and impact assessment.</li>
<li>Track issues through resolution, ensuring appropriate follow-up and communication with end users.</li>
<li>Stay current on product updates, enhancements, and feature releases to provide accurate, up-to-date support.</li>
<li>Serve as an owner or administrator for assigned systems or tools, ensuring appropriate configuration, access, documentation, and ongoing usability.</li>
<li>Partner cross-departmentally to align technical solutions with operational needs and frontline realities.</li>
<li>Proactively surface patterns, recurring issues, and system gaps, contributing insights that improve scalability, efficiency, and user experience.</li>
</ul></div><h3 class="jobSectionHeader"><b>The Expertise Required</b></h3>
<div><ul><li>Ability to work independently with minimal supervision and collaboratively, high level of self-motivation and energy with the ability to problem-solve in chaotic environments.</li>
<li>Verbal and written communication skills as evidenced by positive interactions with coworkers and management.</li>
<li>Work cross-functionally and collaboratively with other team members to accomplish mutual goals. Bring a positive and supportive attitude to achieving these goals.</li>
<li>Ability to balance tasks with competing priorities and bring critical thinking into discussions, curiosity, and passion to learn, innovate, able to take thoughtful risks, and get things done.</li>
<li>Work with many different departments and identify problems that staff and others face in the operations/industry.</li>
<li>Maintain a positive attitude under pressure.</li>
</ul></div><div><h3 class="jobSectionHeader"><b>Certifications/Licenses, Education, and Experience</b></h3>
</div><div><ul><li>Relevant professional experience supporting healthcare, clinical research, or operational technology environments may be considered in lieu of a formal degree.</li>
</ul></div><h3 class="jobSectionHeader"><b>How We Work Together</b></h3>
</div></div><div><ul><li><b>Location</b>: Remote within the United States. This role requires 100% of work to be performed in a remote office environment.</li>
<li><b>Travel</b>: This is a remote position with less than 10% travel requirements. Occasional planned travel may be required as part of the role.</li>
<li><b>Physical demands associated with this position Include</b>: The ability to use keyboards and other computer equipment.</li>
</ul>
<p>The expected salary range for this role is $24.00 - $34.00 USD per hour for full time team members.</p>
<h3 class="jobSectionHeader"><b>
Benefits &amp; Perks (US Full Time Employees)</b></h3>
<ul><li>Paid Time Off (PTO) and Company Paid Holidays</li>
<li>100% Employer paid medical, dental, and vision insurance plan options</li>
<li>Health Savings Account and Flexible Spending Accounts</li>
<li>Bi-weekly HSA employer contribution</li>
<li>Company paid Short-Term Disability and Long-Term Disability</li>
<li>401(k) Retirement Plan, with Company Match</li>
</ul>
</div><div><p><b>Diversity &amp; Inclusion</b></p>
<p>
We work with and serve people from diverse cultures and communities around the world. We are stronger and better when we build a team representing the communities we support. We maintain an inclusive culture where people from a broad range of backgrounds feel valued and respected as they contribute to our mission.</p>
<p>
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.</p>
<p>
Care Access is unable to sponsor work visas at this time.</p>
<p>
If you need an accommodation to apply for a role with Care Access, please reach out to: TalentAcquisition@careaccess.com</p>
<p>
Mandatory Employer Disclosures:<br>
<b>Notice to Illinois applicants:</b> Applicants are not obligated to disclose expunged juvenile records or adjudication, arrest, or conviction.<br>
<b>Notice to Connecticut applicants:</b> Care Access may require applicants to submit to a urinalysis drug test in connection with an application for employment.<br>
<b>Notice to Arizona, Georgia, Indiana, and North Dakota applicants:</b> Care Access complies with applicable laws prohibiting smoking in and around places of employment.<br>
<b>Notice to Massachusetts applicants:</b> It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.<br>
<b>Notice to Rhode Island applicants: </b>Care Access complies with Rhode Island law prohibiting smoking in enclosed areas within places of employment. Care Access is also subject to is subject to Chapters 29&ndash;38 of Title 28 of the Rhode Island General Laws.<br>
<b>Notice to Maryland applicants: UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT, OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.</b></p></div></div>

Systems Support Analyst

Cabcall Outsource

<p><b>Title:</b> Operations Support Analyst<br/><b>Location:</b> Soan Gardens, Islamabad<br/><b>Working Hours:</b> 1 PM to 9 PM<br/><b>Job Type:</b> Full time, On-site</p><p><b>Job Overview:</b></p><p>This role is built for someone who can operate with clarity, structure, and strong communication in a fast-moving environment. As an Operations Support Analyst, you will play a key role in keeping day-to-day operations aligned, ensuring data accuracy, and maintaining consistent communication with international clients and internal teams. The position requires someone dependable, detail-oriented, and confident in handling cross-functional coordination without constant oversight.</p><p><b>Key Responsibilities:</b></p><ul><li>Manage and execute daily operational tasks and workflows to ensure smooth business operations</li><li>Schedule meetings and coordinate effectively with internal teams and international clients</li><li>Support data handling, reporting, and reconciliation activities with high accuracy</li><li>Coordinate with internal teams across finance, operations, and support functions</li><li>Maintain accurate records, documentation, and operational logs</li><li>Ensure proper documentation of processes, updates, and client interactions</li><li>Communicate effectively with international clients, addressing queries and resolving issues within agreed timelines</li><li>Identify process gaps and contribute to process improvement and standardisation initiatives</li><li>Support onboarding activities and ongoing customer operations as required</li></ul><p><b>Requirements:</b></p><ul><li>1-2 year experience in a virtual assistance or related field.</li><li>Bachelor&rsquo;s degree in BBA, Economics, Social Science or a related field.</li><li>O/A Level educational background preferred.</li><li>Strong communication skills, with the ability to interact confidently with international clients.</li><li>Strong organizational skills and ability to manage multiple tasks simultaneously.</li><li>Ability to work independently in a remote environment.</li><li>Comfortable working across different time zones.</li><li>High attention to detail and accuracy in data handling.</li><li>Experience with operational systems, spreadsheets, and reporting tools.</li><li>Professional, reliable, and deadline-driven approach.</li></ul><p>Pay: Rs70,000.00 - Rs90,000.00 per month</p><p>Work Location: In person</p>

Operations Support Analyst

Panopto

<div><div><p><b>Company Overview:</b></p>
<p>
At Panopto, we are the most <b>customer-centric learning technology</b> <b>company</b> in the world. As the <b>leader in visual and audio-based learning</b>, we empower organizations to share knowledge effortlessly in a capture and post-capture world. We don&rsquo;t just build software; <b>we obsess over our users&rsquo; goals</b> to deliver solutions that truly matter. Our mission is simple: to attract the brightest talent, people like you, to <b>Elevate the Craft</b> and do the most impactful work of your career.</p></div><div></div><p><br>
To enhance our team we are seeking an experienced Customer Support Analyst I with excellent teamwork and collaboration abilities with a strong understanding of computer systems, networking, and customer service.</p>
<p><b>
Position Summary: </b>In this role, you will have the opportunity to do the most impactful work of your career, elevating your craft while contributing to a team that values lifelong learning.</p>
<p>
As a <b>Support Analyst I</b>, you aren't just answering tickets; you are an essential guardian of the customer experience. You will exercise judgment to solve technical hurdles, collaborate across teams to bridge the gap between users and engineering, and contribute to the collective wisdom of our global community. You'll also have opportunities to <b>contribute to other initiatives</b> that directly advance our core values and support you in elevating your craft.</p>
<p><b>
How You&rsquo;ll Contribute</b></p>
<p>
In this role, you will have the opportunity to&hellip;</p>
<ul>
<li><p><b>Owning the Front Line:</b> Triage and resolve incoming inquiries via our ticketing system, phone, and live chat with a focus on <b>Clarity Over Complexity</b>.</p>
</li>
<li><p><b>Building the Knowledge Base:</b> Transform individual solutions into shared assets by writing and maintaining high-quality product documentation and FAQs.</p>
</li>
<li><p><b>Technical Problem Solving:</b> Replicate and document product issues, ensuring our Engineering teams have the precise data they need to innovate.</p>
</li>
<li><p><b>Advocating for the User:</b> Act as a trusted bridge between the customer and our development team, ensuring every interaction builds long-term goodwill.</p>
</li>
</ul><p><b>How We Thrive:</b></p>
<div>
Our success depends on our Collective Wisdom. You will join a team that challenges ideas, not people, and focuses on outcomes rather than just activity. We provide world-class support that directly impacts customer retention, ensuring every voice is heard and every teammate is supported when a project hits a snag.</div>
<p><b>
The Foundation for Success:</b></p>
<ul>
<li><div><b>Customer-Centric Experience:</b> 0&ndash;2 years in an externally facing technical support environment where you thrived in a dynamic setting.</div>
</li>
<li><div><b>Analytical Mindset:</b> A proven ability to identify, replicate, and describe technical issues with precision.</div>
</li>
<li><div><b>Operational Excellence:</b> Strong prioritization skills and the ability to remain self-directed while managing multiple customer needs.</div>
</li>
<li><div><b>Educational Baseline:</b> An Associate&rsquo;s Degree or higher in a tech-related field, paired with a commitment to lifelong learning.</div>
</li>
</ul><p><b>What Sets You Apart:</b></p>
<ul>
<li><div>Experience with software testing or quality assurance.</div>
</li>
<li><div>A background in video production or editing&mdash;helping you speak the language of our core users.</div>
</li>
<li><div>A Bachelor&rsquo;s degree in Computer Science, MIS, or equivalent hands-on experience.</div>
</li>
</ul><p><b>What Success Looks Like:</b></p>
<ul>
<li><div><b>Within 6 Months (Integration):</b> You have mastered the Panopto internal Knowledge Base and are independently resolving tier-1 tickets with high customer satisfaction scores.</div>
</li>
<li><div><b>Within 1 Year (Impact): </b>You are identifying recurring technical trends and have authored at least five major articles in the Knowledge Base that measurably reduce ticket volume for common issues.</div>
</li>
<li><div><b>Your Legacy (Ownership):</b> You have become a subject matter expert in a specific area of the product, serving as the go-to resource for both the Support and Engineering teams.</div>
</li>
</ul><p>The salary range for this position is <b>$45,000 - $50,000 USD</b> per year. This position is also eligible for a bonus as part of the compensation package.</p>
<p>
Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge, skills, experience, and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs such as health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and programs that provide for both paid and unpaid time away from work. At Panopto, we know that great people make an organization great. We value our people and offer employees benefits that are market competitive for our industry. Learn more about what working at Panopto can mean for you.</p>
<p>
At Panopto, our commitment to pay equity and transparency is unwavering. We do not engage in salary negotiations beyond the established range to maintain fairness and prevent potential pay disparities among team members based on negotiation strategies.</p><div>
Join Panopto and take part in an exciting journey where you will play a key role in our growth trajectory. We're looking for smart, motivated individuals who are passionate about technology and making a difference. Come join us and be part of something great!</div><div></div><div><p><b><br>
Beyond the Requirements: </b>At this point, we hope you're feeling excited about the job description you&rsquo;re reading. Even if you don't feel that you meet every single requirement, we still encourage you to apply.</p>
<p>
We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes.</p>
<p>
We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.</p>
<p><b>
Recruiting Tips: </b>From crafting an impressive resume to presenting your best self during our interviews, we're dedicated to ensuring you feel well-prepared and self-assured as you embark on opportunities at Panopto. Discover some valuable <b>Recruiting Tips</b><b> </b>from our team.</p>
<p>
The standard interview process at Panopto involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently:</p>
<p>
Application Review -&gt; Recruiter Call -&gt; Video Interview &amp; Assessment -&gt; Hiring Manager Call -&gt; Interview Loop -&gt; Debrief -&gt; Offer</p><br>
<div></div>
<div><b>
Our people and culture</b></div>
<div>
Panopto&rsquo;s mission is to be the leader in visual and audio-based learning in a capture and post-capture world. Our user base is as diverse as the world&rsquo;s universities and businesses. Panopto&rsquo;s commitment to fostering a fair, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively. This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints. As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team. This collaborative spirit empowers us to challenge ideas (not people) recognizing that our shared success relies on collective wisdom. It drives us to continuously improve and innovate, ultimately elevating the quality of our products and services. It&rsquo;s what sets Panopto apart as a unique and rewarding place to work.</div>
<div><b>
Our purpose</b></div>
<div>
We believe that video can have a transformative effect on learning. So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology. Panopto has been adopted by more than 1,600 companies and universities worldwide with over 11 million end users. Today, Panopto&rsquo;s knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture.</div>
<div>
Panopto is an Equal Opportunity Employer.</div>
<div>
We value and encourage diversity and solicit applications from all qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected criteria, in accordance with applicable law. Panopto is committed to providing reasonable accommodation to applicants with disabilities. If you require accommodation for interviewing or otherwise participating in the employee selection process, please provide more detail on how we can further support you by reaching out to the Employee Experience department.</div>
<div><b>
Remote, US:</b> Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely.</div>
<div><b>
Remote, International:</b> Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may make regular trips to the local international office from time to time, where applicable.</div>
<div><b>
Use of Artificial Intelligence (AI):</b></div>
<div>
Panopto may utilize artificial intelligence (AI) tools to assist in our recruitment and evaluation process. This may include analyzing resumes, assessing skills, and generating insights to help identify qualified candidates.</div><br>
<div></div>
<div>
Please be assured that AI tools are used to support our team, and all final hiring decisions are made by human reviewers. Panopto hiring teams will thoroughly review your application and assessment results. AI is not used to make final decisions regarding your candidacy.</div><br>
<div></div>
<div>
By submitting your application and participating in the recruitment process, you acknowledge and consent to Panopto's use of AI tools as described above.</div><br>
<div></div>
<div>
We are committed to full compliance with all applicable labor laws, including Equal Employment (EEOC) laws, across all our company entities.</div><br>
<div></div>
<div>
To ensure fairness and transparency: We have human oversight in all hiring decisions. If you have concerns regarding the use of AI in your assessment, please contact Panopto Talent Attraction to request a manual review of your application. Please be aware that while we offer this option, the manual review process may take longer than the standard AI-assisted process.</div><br>
<div></div>
<div>
Any data collected during this process, including video recordings if applicable, will be retained only for the duration necessary to fulfill the hiring purpose and will be deleted shortly thereafter once the role is filled.</div>
<div>
We may utilize vendor tools to assist with the AI process. Vendor functions are &lsquo;skill assessments' or 'resume analysis'.</div><br>
<div></div>
<div><b>
Panopto is dedicated to a fair and equitable hiring process for all candidates.
</b></div></div><p>We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

Support Analyst I

Berger Montague

<div>
 <p>
  <strong>
   <u>
    FIRM OVERVIEW
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Berger Montague PC is a nationally renowned civil litigation firm consisting of over 100 attorneys. The Firm pioneered the use of class actions in antitrust and securities litigation, and since then, has expanded the use of class actions in the fields of consumer, employment, environmental, and insurance litigation, as well as in the areas of civil and human rights.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Berger Montague offers a competitive salary and attractive benefits package, which includes health insurance, vision insurance, dental insurance, HRA contribution, disability insurance, life insurance, 401(k) contribution, profit sharing, and pretax transportation benefits.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Firm is currently seeking an IT Support Analyst in our IT Department. This position entails advanced service desk support for over 150 users nationwide. The IT Support Analyst responds to help desk tickets and resolves them in a timely fashion. This position also includes troubleshooting and managing the Firm&rsquo;s document management system, iManage, as well as managing device security and configuration via Microsoft In Tune.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    ON-SITE REQUIREMENT
   </u>
  </strong>
 </p>
 <p>
  40 hours/5 days a week in office
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    RESPONSIBILITIES
   </u>
  </strong>
 </p>
 <ul>
  <li>
   Tier 1 and tier 2 troubleshooting.
  </li>
  <li>
   Responding and completing tickets in Jira help desk platform
  </li>
  <li>
   Onboarding new employees
  </li>
  <li>
   Laptop configuration and deployment
  </li>
  <li>
   iManage DMS troubleshooting and administration
  </li>
  <li>
   Managing devices, Conditional Access Policies, and Software that are managed via Microsoft In Tune
  </li>
  <li>
   Hybrid Active Directory environment management
  </li>
  <li>
   Exchange Online management: including creating and managing distribution groups, creating and managing office 365 groups, applying retention policies, delegating access to shared mailboxes
  </li>
  <li>
   Microsoft Teams: assigning and managing phone numbers and call queues for end users
  </li>
  <li>
   Printer management: deploying new printers, adding and sharing printers via a Windows Print server
  </li>
  <li>
   Conference Room AV Support and Troubleshooting
  </li>
  <li>
   Assist with projects as needed
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    SKILL REQUIREMENTS
   </u>
  </strong>
 </p>
 <ul>
  <li>
   Law Firm/legal industry experience
  </li>
  <li>
   Microsoft Windows 10/11 troubleshooting
  </li>
  <li>
   iManage Cloud experience (iManage Help Desk Certification preferred)
  </li>
  <li>
   Microsoft Teams
  </li>
  <li>
   Microsoft Office Applications (Word, Excel, Outlook)
  </li>
  <li>
   Active Directory
  </li>
  <li>
   Exchange Online
  </li>
  <li>
   Microsoft Azure Management
  </li>
  <li>
   Microsoft In Tune
  </li>
  <li>
   Adobe Acrobat
  </li>
  <li>
   Basic Cisco Meraki experience
  </li>
  <li>
   Basic VMWare knowledge
  </li>
  <li>
   Basic Nutanix AHV knowledge (preferred not required)
  </li>
 </ul>
 <p>
 </p>
</div>


IT Support Analyst

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