<p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">You get a quiet satisfaction from closing a ticket cleanly. Not just resolving the issue — but leaving the person on the other end feeling like they were heard, helped, and didn't have to explain themselves twice. You've worked a queue before. You know what it means to triage well, communicate clearly under pressure, and stay patient when the person you're talking to isn't.</p><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">At Fixify, we're building an AI-native IT automation platform that combines technology with a human touch. The "human touch" part isn't a tagline — it's the job. Our Help Desk Analysts are the people who make that real for our customers every day. You'll work directly with end users, collaborate with customer IT teams, and partner with Engineering to improve the workflows that reduce toil for everyone. The work you do shows up immediately, in real customer experiences, across companies that depend on us to keep things running.</p><p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">This is a hands-on role. You'll be in the queue, on the tools, and in the conversation — covering shifts across a 24/7/365 support operation. If you want to do real support work at a company where support actually matters, this is it.</p><h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">What we can do for you</h3><ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"><li class="whitespace-normal break-words pl-2">Put you at the center of a product where IT support isn't a cost center — it's the whole point.</li><li class="whitespace-normal break-words pl-2">Give you direct exposure to automation and AI workflows that are actively changing how IT support gets done.</li><li class="whitespace-normal break-words pl-2">Surround you with analysts, engineers, and customer IT teams who take quality seriously and share what they know.</li><li class="whitespace-normal break-words pl-2">Give you space to build expertise across a broad technical stack in a fast-moving environment.</li></ul><h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">What you can do for us</h3><ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"><li class="whitespace-normal break-words pl-2">Deliver prompt, high-quality technical support to end users — diagnosing and resolving issues across productivity tools, operating systems, and identity and access management.</li><li class="whitespace-normal break-words pl-2">Communicate clearly and professionally with customers through every interaction, including the complicated ones.</li><li class="whitespace-normal break-words pl-2">Collaborate with Engineering to develop and improve IT automation workflows that reduce manual work over time.</li><li class="whitespace-normal break-words pl-2">Participate in shift rotations as part of a 24/7/365 support operation.</li></ul><h3 class="text-text-100 mt-2 -mb-1 text-base font-bold">What you should bring with you</h3><ul class="[li_&]:mb-0 [li_&]:mt-1 [li_&]:gap-1 [&:not(:last-child)_ul]:pb-1 [&:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3"><li class="whitespace-normal break-words pl-2">2+ years of experience in an IT support role.</li><li class="whitespace-normal break-words pl-2">Working knowledge of productivity tools, including Google Workspace, Microsoft 365, and Slack — and the ability to troubleshoot and explain them to others.</li><li class="whitespace-normal break-words pl-2">Working knowledge of Windows and macOS for diagnosing and resolving common issues.</li><li class="whitespace-normal break-words pl-2">Working knowledge of help desk and ticketing systems, including tools like Jira, ServiceNow, and Freshdesk.</li><li class="whitespace-normal break-words pl-2">Working knowledge of identity and access management practices and tools.</li><li class="whitespace-normal break-words pl-2">Working knowledge of TCP/IP and common network protocols, with the ability to address typical network issues.</li><li class="whitespace-normal break-words pl-2">Familiarity with Mobile Device Management platforms — experience with JAMF is a plus.</li><li class="whitespace-normal break-words pl-2">Clear written and verbal communication skills; you can explain technical issues to non-technical people without making them feel small.</li><li class="whitespace-normal break-words pl-2">Strong instincts for prioritisation and decision-making when multiple things need attention at once.</li><li class="whitespace-normal break-words pl-2">A collaborative working style — you're effective across teams, time zones, and org boundaries.</li></ul>