STAND 8

Compensation

Full Description

STAND 8 provides end to end IT solutions to enterprise partners across the United States and with offices in Los Angeles, New York, New Jersey, Atlanta, and more including internationally in Mexico and India We are seeking a skilled and proactive Techline Support Analyst to join our dynamic, globally distributed support team. This role focuses primarily on live chat support for internal users through ServiceNow, with responsibility for troubleshooting technical issues across Windows and macOS environments. The ideal candidate is customer-service oriented, highly communicative, and capable of working independently in a fast-paced support environment. This position supports U.S. and U.K. users, with an emphasis on West Coast coverage. Responsibilities • Respond to 50-60 incoming chat requests per day via ServiceNow. • Troubleshoot and resolve Level 1 and Level 2 desktop issues. • Handle 1-2 simultaneous live chat sessions with users. • Remote into user devices to diagnose and resolve technical problems. • Escalate cases into ticket queues when issues cannot be resolved via chat. • Support and troubleshoot issues across Windows 10, macOS, laptops, desktops, and enterprise applications. • Provide configuration and troubleshooting for smartphones/mobile devices. • Collaborate closely with global Techline team members to ensure consistent and exceptional support. • Adapt to evolving support needs, with potential expansion into phone support. Qualifications • Experience troubleshooting issues in Windows and macOS environments. • Strong background in desktop support (Level 1.5 - Level 2). • Experience interfacing directly with users to diagnose and resolve device issues. • Ability to work independently and without supervision. • Professional, mature, friendly, and customer-service focused approach. • Experience using ServiceNow or similar ITSM platforms. • Ability to remote into devices and walk users through solutions clearly. • Prior experience supporting large enterprise environments. Bonus Skills (Nice to Have) • Experience handling phone-based IT support. • Previous experience supporting media or entertainment organizations. Benefits • Medical coverage and Health Savings Account (HSA) through Anthem • Dental/Vision/Various Ancillary coverages through Unum • 401(k) retirement savings plan • Paid-time-off options • Company-paid Employee Assistance Program (EAP) • Discount programs through ADP WorkforceNow Additional Details The base range for this contract position is $22 - $32 / per hour, depending on experience. Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Qualified applicants with arrest or conviction records will be considered About Us STAND 8 provides end-to-end IT solutions to enterprise partners across the United States and globally with offices in Los Angeles, Atlanta, New York, Mexico, Japan, India, and more. STAND 8 focuses on the "bleeding edge" of technology and leverages automation, process, marketing, and over fifteen years of success and growth to provide a world-class experience for our customers, partners, and employees. Our mission is to impact the world positively by creating success through PEOPLE, PROCESS, and TECHNOLOGY. Check out more at www.stand8.io; and reach out today to explore opportunities to grow together! By applying to this position, your data will be processed in accordance with the STAND 8 Privacy Policy.