Technical Support Analyst (Flex/Split Shift)

Job Title: Technical Support Analyst (Flexible/Split Shift)
Location: Remote
Employment Type: Long-Term Contract (12+ Months)
Schedule: Rotating/Flex Shifts (4:00 PM – 1:00 AM OR 10:30 PM – 7:30 AM)

Role Overview
We are looking for a tech-savvy, adaptable Technical Support Analyst to join our team during a major system overhaul and transition to SAP. This is a critical "bridge" role designed to provide Level 1 support to our 24/7 manufacturing plants and corporate associates.
This position is ideal for someone who thrives in an autonomous environment and has the flexibility to rotate between second and third-shift hours to ensure continuous support coverage.

Primary Responsibilities

• Act as the initial point of contact for users reporting system errors or technical issues via phone and tickets.
• Provide "Level 1" troubleshooting for current systems while learning and supporting our move to a modern SAP environment.
• Resolve routine technical tasks following established work steps to ensure Senior Analysts can focus on high-level project work.
• Ensure seamless hand-offs between shifts, providing "comfort and confidence" to end-users during a significant period of change.

• Previous experience in IT support, help desk, or a technical troubleshooting role.
• Ability to absorb new system workflows rapidly during the ramp-up phase.
• Proven ability to work independently during off-hours with minimal direct supervision.
• Strong interpersonal skills; we are a close-knit team that values cultural fit and professional reliability.

• Training: Must be available to work First Shift (8:00 AM – 5:00 PM) for the first 4–6 weeks for onboarding and training.
• Once trained, you will move to a flexible schedule. You must be able to work either:
  • 4:00 PM – 12:00 AM
  • 10:30 PM – 7:30 AM
• On-Call & Holidays: Participate in a relaxed on-call rotation (approx. every 5 weeks) and a willingness to work one holiday per year.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #706-IT York