About the role

Sr. Support Analyst providing first-level IT support and security triage for OPENLANE’s digital used-vehicle marketplace. Resolving employee hardware, software, access, and application issues.

Responsibilities

Provide first-level technical support and basic security triage for OPENLANE employees
Resolve issues involving custom applications, hardware, software, and access management
Handle inbound calls and email tickets Monday through Friday in a fast-paced, high-volume service desk environment
Resolve at least 85% of incoming incidents on first contact while maintaining user verification and access-permission security protocols
Deliver accurate, timely, and secure solutions while maintaining a CSAT score of 4.5 or higher
Identify root causes, recurring threats, and application issues; propose long-term fixes, self-service opportunities, or automation
Monitor security and access requests, recognize potential risks, handle routine identity-management requests, and escalate security incidents to Information Security
Document incidents in ticketing platforms and follow established escalation paths
Share knowledge and suggest improvements to service desk workflows

Minimum of 5 years of customer-facing experience (preferably phone-based technical support)
Working toward or holding a technical degree (Associate's or higher) in Computer Science/IS, an IT certification (e.g., CompTIA A+, Network+, Security+), or equivalent practical experience
Foundational understanding of identity and access management (Active Directory/Entra ID), secure password resets, phishing awareness, and endpoint security principles
Proficiency with Windows Operating Systems, Google Workspace, and the Microsoft Office suite
Hands-on experience troubleshooting PC hardware, network connectivity (TCP/IP, LAN/WAN, Wi-Fi), network printers, and audio/video systems
Familiarity with Windows Registry, .ini file configurations, and Control Panel settings
Experience using ticketing platforms (e.g., ServiceNow) to log, track, and document incidents
Ability to work shifts between 6:45 AM and 8:15 PM (Monday–Friday) and perform overtime as required
Fluency in French is a nice-to-have/bonus, not a requirement

Competitive pay
Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
Immediately vested 401K (US) or RRSP (Canada) with company match
Paid Vacation, Personal, and Sick Time
Paid maternity and paternity leave (US)
Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
Robust Employee Assistance Program
Employer paid Leap into Service Day to volunteer
Tuition Reimbursement for eligible programs
Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
Company culture of internal promotions, diverse career paths, and meaningful advancement