IT Support Analyst I

at  NATIONAL DEBT RELIEF LLC

Overview:
National Debt Relief is seeking an IT Support Analyst I to join our growing technology team. Reporting to the EUS Supervisor, the IT Support Analyst’s primary role is end-user support, basic troubleshooting, and follow documented support processes to the highest levels of customer service. The IT Support Analyst I will be the first point of contact for National Debt Relief’s Organizations and BPOs end-user population supporting the staff on a variety of IT related issues. The candidate must be team-oriented, customer service driven, with the ability to work under pressure with minor supervision.

Responsibilities:

• Provide remote IT support to over 4000 users across the business.
• Support and prioritize tickets from end users experiencing issues related to hardware, applications, mobile devices, Teams phones, and any basic IT issues.
• Partner with People Team to process changes, onboarding and offboarding requests.
• Create, support, and maintain end users accounts, distribution lists, security groups and shared mailboxes through MS Active Directory/Azure/Entra, and O365 admin portal.
• Install, configure, and troubleshoot software packages - including operating systems and 3rd party applications.
• Deploy desktop images remotely per organization standard.
• Maintain asset inventory tracking system.
• Escalate complexed issues to Desktop Support Analyst L2
• Create and maintain knowledgebase and end user documentation.
• Process and inventory tracking of return equipment from remote employees within ITSM Platform
• Firm understand of Microsoft’s 0365 suite.
• Basic working knowledge of off the shelf software, Adobe, Zoom, etc.

Qualifications:

Education/Experience:

• Associate’s degree in computer science, information systems or related field preferred.
• 3 years’ experience in a helpdesk or desktop support position required.
• Technical certifications such as A+, Network +, Microsoft Certified Professional (MCP), ITIL, etc. is a plus.

Required Skills/Abilities:

• Team-oriented and customer service driven.
• Ability to work remotely with minor supervision.
• Analytical mindset for logical troubleshooting and data gathering.
• Metric driven in daily job task.
• Strong problem solving, analytical skills, and critical thinker.
• Organized, team oriented, with go getter attitude.
• Ability to deal effectively with competing priorities and demands.
• Proven ability to prioritize and reprioritize work due to changing business/client requirements.
• Strong communication skills with the ability to deal with users at all levels.
• Collaborative approach and strong relationship building skills.
• White glove customer service oriented with excellent soft skills and interpersonal skills.

About National Debt Relief:
National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.
Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients’ number one advocate to help them reestablish financial stability as quickly as possible.

3X AWARD WINNER FOR BEST CUSTOMER SERVICE, BEST EXPERIENCE WITH STAFF, AND BEST FOR TRANSPARENCY BY CONSUMER AFFAIRS!

Compensation Information: Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $28.75 - $34.83 per hour. Benefits:
National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee’s success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount

National Debt Relief is a certified Great Place to Work®!
National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here

• Provide remote IT support to over 4000 users across the business.
• Support and prioritize tickets from end users experiencing issues related to hardware, applications, mobile devices, Teams phones, and any basic IT issues.
• Partner with People Team to process changes, onboarding and offboarding requests.
• Create, support, and maintain end users accounts, distribution lists, security groups and shared mailboxes through MS Active Directory/Azure/Entra, and O365 admin portal.
• Install, configure, and troubleshoot software packages - including operating systems and 3rd party applications.
• Deploy desktop images remotely per organization standard.
• Maintain asset inventory tracking system.
• Escalate complexed issues to Desktop Support Analyst L2
• Create and maintain knowledgebase and end user documentation.
• Process and inventory tracking of return equipment from remote employees within ITSM Platform
• Firm understand of Microsoft’s 0365 suite.
• Basic working knowledge of off the shelf software, Adobe, Zoom, etc