Analyst - Tech Support

Analyst - Tech Support provides second-level support for end-user issues and escalates complex cases when needed.

Responsibilities

• Act as the second level of contact for end-user support issues for internal and external customers
• Support customers with standard technical issues involving applications, desktop products, and client services products
• Escalate complex or non-standard problems to higher-level staff
• Follow assignment structure where routine work is handled with general instructions, and new projects receive more detailed guidance
• Apply company policies and standard practices to resolve problems
• Analyze issues and use judgment to make decisions
• Escalate non-standard issues as they arise

Requirements

• 1+ years of experience (1+ years of experience is also listed as a preferred qualification)
• High school Diploma or GED equivalent
• Bachelor’s degree in Computer Science, Information Systems, or a related field (preferred)
• Knowledge of standard support issues and solutions related to applications and hardware
• Ability to communicate with internal and external customers regarding issue resolution

Location and Work Model

• Charlotte, NC (onsite)
• Ally designates roles as (1) fully on-site, (2) hybrid, or (3) fully remote
• For hybrid roles, time in the office is generally expected on a schedule set by the manager
• Your hiring manager will discuss this role’s specific work requirements during the hiring process
• Work requirements may change based on leader discretion and/or business need

Compensation

• Base pay range: $55,000.00 - $95,000.00 (yearly)
• Position in the range depends on role, scope and responsibilities, work experience, education, certification(s), training, and additional qualifications
• Ally reviews internal pay, competitive market, and business environment before extending an offer
• Incentive compensation: eligible to participate in the annual incentive plan

Benefits

• 20 paid time off days plus 11 paid holidays
• 8 hours of volunteer time off yearly
• 401K retirement savings plan with matching and company contributions
• Student loan pay downs
• 529 educational save up assistance programs
• Tuition reimbursement
• Employee stock purchase plan
• Financial learning center and financial coach access
• Flexible health and insurance options including medical, dental, and vision
• Employee, spouse, and child life insurance
• Short- and long-term disability
• Pre-tax Health Savings Account with employer contributions
• Healthcare FSA
• Critical illness, accident, and hospital indemnity insurance
• Total well-being program
• Adoption, surrogacy, and fertility assistance
• Paid parental and caregiver leave
• Dependent Day Care FSA back-up child and adult/elder care days
• Childcare discounts
• Mentally Fit Employee Assistance Program
• Subsidized and discounted Weight Watchers® program
• Other employee discount programs
• Depending on the role, eligibility may include travel allowances, relocation assistance, a signing bonus, and/or equity