Junior Systems Support Analyst

About the role

We are looking for a Junior Systems Support Analyst to be the first line of response for our finance and bookkeeping firm. You will triage tickets, resolve common issues, and ensure smooth operation of the tools that power our business.

Key responsibilities

• Monitor and triage incoming JSM tickets, assigning correct priority and category.
• Serve as the first point of contact for portal or email requests.
• Perform tier‑one troubleshooting for Google Workspace, Slack, VPN, hardware, and software issues.
• Provide first‑line support for client‑facing platforms such as QuickBooks Online, Ramp, Payra, and Stripe.
• Escalate higher‑severity incidents to the IT Systems Manager following the escalation policy.
• Execute onboarding and off‑boarding checklist tasks generated by automation.
• Maintain clear ticket documentation and contribute to resolution‑time tracking.
• Update and maintain Confluence/Notion knowledge‑base articles for recurring issues.
• Identify process gaps and communicate them to improve policies and workflows.

Required profile

• Enthusiastic about solving problems quickly and taking ownership early in your career.
• Comfortable learning new systems fast and using AI tools to accelerate troubleshooting.
• Ability to communicate clearly with both technical and non‑technical teammates.

Required skills

• Google Workspace
• Slack
• Jira Service Management (JSM)
• Notion
• Confluence
• QuickBooks Online
• Ramp
• Payra
• Stripe
• VPN