Systems Support Analyst

The Role

Howard is a fractional finance, bookkeeping, and tax firm running on Google Workspace, Slack, JSM, and a growing stack of internal and client operations tools. As we scale, we need someone to own the first line of response, the person who catches a ticket the moment it comes in, triages it, and either solves it or gets it into the right hands fast.

This is a hands-on support role with a real path forward. You will work directly with our IT Operations Manager, get exposed to the full ticketing and SLA framework from day one, and grow into configuration and automation work rather than staying purely reactive.

This is a strong fit if you like solving problems quickly, want ownership early in your career, and are comfortable learning new systems fast, including using AI tools as a real part of how you work, not a shortcut around learning the systems, but a way to troubleshoot faster and see patterns across tickets sooner.

What You'll Actually Do

Triage and resolve

- Monitor and triage incoming JSM tickets across queues, applying the right priority and category

- Serve as the first point of contact for requests submitted through the portal or email intake

- Handle first line troubleshooting: account access, Google Workspace, Slack, VPN, basic hardware and software issues

- Provide tier one troubleshooting across client operations platforms (QBO, Ramp, Payra, Stripe): access issues, login problems, basic navigation questions, escalating anything transactional or configuration level to the system owner

- Follow the escalation policy and route higher severity issues to the IT Systems Manager when approval or specialist input is needed

Keep the systems running

- Execute onboarding and offboarding checklist tasks and subtasks generated by automation

- Keep ticket documentation clear and accurate,



and contribute to resolution time tracking

- Get hands on with our core systems, enough to troubleshoot confidently and eventually help configure them

Build the knowledge base

- Maintain and update Confluence/Notion knowledge base articles as recurring issues and fixes come up

- Flag process gaps or repeat issues back to the IT Systems Manager so policy and workflow can improve

Communicate clearly

- Write ticket notes and KB articles someone else can actually use

- Work comfortably with both technical and non-technical teammates

- Escalate the right things, at the right time, with the right context

Systems You'll Support

Google Workspace, Slack, JSM, Notion, QBO, Ramp, Payra, Stripe

You'll provide first line, tier one support across every system Howard runs on, not just IT tools. That includes the platforms client operations relies on daily. Account access, login issues, basic navigation, and "something looks broken" tickets all route through you regardless of which system they touch. Deeper configuration or transactional work in QBO, Ramp, Payra, or Stripe stays with the team that owns that function, your job is catching it first and knowing when to hand it off.

What We're Looking For

- 1 to 2 years of hands on helpdesk or IT support experience

- Experience with a ticketing system, Jira Service Management preferred, ServiceNow or Zendesk also considered

- Working knowledge of Google Workspace (Gmail,



Groups, Admin basics)

- Strong written and spoken English

- Comfortable working independently and taking initiative in a small, distributed function

- Reliable internet connection and a solid remote work setup

- Genuine comfort using AI tools as part of how you work

Nice to Have

- Familiarity with ITIL fundamentals

- Exposure to Slack administration

- Basic scripting aptitude or interest in automation

- Interest in cybersecurity or compliance

- Prior experience in financial services or another regulated industry, not required, but a real plus given what we support

What Success Looks Like in the First 6 Months

- Independently triaging and resolving the majority of tickets within SLA

- Fluent in the categorization matrix and escalation policy without needing lookup

- Comfortable providing tier one support across client operations platforms, knowing what to solve and what to hand off

- Contributing to the creation or modification of KB articles based on recurring ticket patterns

- Taking on a first piece of JSM configuration or automation work under supervision

Schedule

This is a full-time role with required coverage Monday–Friday, 9 AM–5 PM EST, to align with ticket volume and SLA response times.

What we offer

- 100% Remote: Work from anywhere as an independent contractor.

- Quarterly Bonus: Performance-based bonuses paid every quarter.

- Periodic Reviews: Regular performance reviews to recognize growth

- PTO + 10 National Holidays: Paid time off plus ten recognized national holidays per year.

- Real Growth Opportunity: Clear path to grow into configuration and automation work as you build tenure with the IT function.

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Org Structure

Reports directly to the IT Systems Manager.

📌 Systems Support Analyst Jr. (Santiago)
🏢 Howard
📍 Santiago