Senior IT Support Analyst

Join Lime, a leading global transportation company, as a Senior IT Support Analyst. In this role, you will be responsible for ensuring a seamless and reliable technology experience for Lime's workforce worldwide. You will oversee the support queue, prioritize requests, create and maintain documentation, and actively resolve end-user requests. Additionally, you will serve as an escalation point for complex issues, lead incident responses, and set an example for customer interactions. This is a critical role that requires strong communication skills, hands-on experience with MacOS and Windows, and a proven ability to drive process improvements.

• Oversee the support queue, triaging and resolving tickets while maintaining a high standard of service delivery, acting as an escalation point for complex issues, and leading incident response.
• Deliver high touch support across a variety of systems and infrastructure, including MacOS, Windows, mobile, AV, printers, and networking.
• Analyze support trends and recurring issues to identify root causes, then propose and build improvements in tooling, workflows, automation, and self-service to reduce future ticket demand.
• 5+ years of IT support experience in fast paced, dynamic environments, working as part of a globally distributed IT team
• Outstanding communication and interpersonal skills, capable of translating technical issues for non-technical users and leading by example
• Strong hands-on experience supporting MacOS and Windows, with experience using device management tools (e.g. Jamf, Intune)
• Ability to work onsite and travel (~25%) and as needed
• Experience improving and automating support workflows, reducing manual effort, and owning systems or processes beyond resolving individual tickets
• Proven ability to work well under pressure, manage conflicting priorities, and drive process improvements for a globally distributed workforce
• Proficient in enterprise tools including ticketing systems, identity and access tools, and productivity/collaboration platforms (e.g. Jira, Okta, Google Workspace, Slack)
• Experience integrating applications, building workflows and automation, including use of scripting languages or APIs to streamline tasks
• Familiarity with team based project workflows such as Agile or Kanban
• Exposure to IT asset management practices or inventory platforms
• Familiarity with IT security practices or compliance frameworks
• If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page