> Markdown version of [/jobs/ext/2169819-help-desk-it-support-analyst](https://www.wearedevelopers.com/jobs/ext/2169819-help-desk-it-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk / IT Support Analyst - **Company:** Signify Technology - **Location:** Tucson, AZ, United States (Remote available) - **Experience:** Starter - **Salary:** $41,600.0 - **Contract:** Temporary to permanent - **Skills:** Interactive Voice Response, VoIP, Distributed Systems, Multi-Factor Authentication, Remote Desktop Services, Software Troubleshooting - **Published:** August 21, 2026 - **Apply:** https://www.careerjet.com/job/usd5f4978ad5cb1ae80a08526caef400bd/eaa ## About the Role * 3 or more years in a help desk, contact centre, or end user technical support role, with proven Level 2 and Level 3 experience. * In depth troubleshooting of software, application, and connectivity issues for remote users. * Experience managing access and permissions across multiple internal systems. * Hands on use of an incident management or ticketing platform. * Ability to determine root cause within complicated distributed systems before escalating. * Familiarity with CRM platforms, VOIP and IVR systems, multi-factor authentication, collaboration and messaging tools, video conferencing, and remote desktop. * Exposure to Knowledge Centred Support methodology, including documentation and process work. * Strong written and verbal communication, with the ability to explain technical detail plainly. * Able to stay on top of incoming issues while progressing existing tasks, and to work independently in a constantly changing environment. * Willing to flex across a seven day support rota, including shift work. * Legally authorized to work in the United States for any employer, without sponsorship now or in the future. * This engagement is W2 only. We are not able to work with third party or corp to corp arrangements. ## Description The company: We are partnering with a growing fintech organization that is building out its internal support function to keep pace with a fast expanding customer base. This is a large, well established support team, not a one person desk, and it runs a genuine Level 2 and Level 3 model where the hard tickets stay with the people who can actually solve them. You will be supporting a remote user population across a complex distributed environment, working alongside engineering when an issue turns out to be application level rather than user level. If you like owning a problem through to root cause instead of passing it up the chain, this is that kind of desk. Role and Responsibilities: * Provide Level 2 and Level 3 support to remote end users across a distributed environment. * Troubleshoot software, application, and connectivity issues in depth, rather than triaging and escalating. * Diagnose obscure faults across complicated distributed systems and establish root cause before escalating. * Manage user access and permissions across multiple internal systems. * Log every contact in the incident management platform and drive aging tickets through to closure. * Support users through asynchronous channels in a way that keeps their downtime to a minimum. * Partner with engineering teams to resolve application level issues. * Support technologies including CRM platforms, VOIP and IVR systems, multi-factor authentication, collaboration and messaging tools, video conferencing, and remote desktop. * Contribute to documentation and process work under a Knowledge Centred Support model. * Translate technical detail into plain language for non-technical users, in writing and on the phone. * Work a shift pattern as part of a team providing 24/7 coverage across a seven day rota. ## Related Videos - [Headless Flipper - embeddable mobile devtools for your CI and beyond](https://www.wearedevelopers.com/videos/451-headless-flipper-embeddable-mobile-devtools-for-your-ci-and-beyond) - [Best Practices for AI-Assisted Development of Distributed Systems](https://www.wearedevelopers.com/videos/100200-best-practices-for-ai-assisted-development-of-distributed-systems) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Solve the “But it works on my machine!” problem with cloud-based development environments](https://www.wearedevelopers.com/videos/469-solve-the-but-it-works-on-my-machine-problem-with-cloud-based-development-environments) - [Your Distributed System Just Got a Brain. 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