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# Tier 1 Production Support Analyst - Analyst

- **Company:** ICAPITAL LLC
- **Location:** Des Moines, IA, United States (Remote available)
- **Experience:** Starter
- **Salary:** $60,000 - $75,000
- **Contract:** Permanent contract
- **Skills:** Confluence, JIRA, Software as a Service, Issue Tracking Systems, Microsoft SharePoint
- **Published:** October 26, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ecdc351f6169ea3d

## About the Role

* 1-3 years' experience in technology industry
 * Experience providing direct end user support for software (either custom built software or SAAS model platform)
 * Experience with online ticketing system and support; experience with Jira is a plus
 * Experience creating user documentation; experience with Jira Confluence and SharePoint is a plus
 * Experience in insurance industry is a plus

## Description

* Collaborate with Production Support team members to maintain active engagement during working hours and share workload responsibilities equitably.
 * Respond to client inquiries and support requests with urgency, professionalism, and a focus on timely resolution.
 * Identify critical issues and coordinate with cross-functional iCapital teams to drive prompt escalation and resolution.
 * Maintain or exceed established response-time compliance standards and service level expectations.
 * Deliver high-quality client experience to maintain or exceed customer satisfaction targets.
 * Develop and contribute to standardized workflows, best practices, and process improvement initiatives.
 * Perform technical support and ticket resolution activities under general supervision while demonstrating sound judgment and accountability.