IT Support Analyst

About Us

At Billor, short for "Bill of Rights," we are building the largest trucking ecosystem in the U.S., dedicated to supporting truck drivers. By combining FinTech, Technology, and Freight Management, we empower drivers to achieve truck ownership and a better quality of life. Our mission is rooted in freedom, responsibility, and efficiency, enabling drivers to maximize productivity and enjoy more time with their families.

About the role

We are seeking a proactive and hands-on IT Support Analyst to join our IT team. This role is responsible for providing on-site and remote support to end users, managing the IT Systems fleet, and overseeing IT inventory and infrastructure at office locations. The ideal candidate is a well-rounded IT generalist with strong problem-solving skills and the ability to support various IT systems including Wi-Fi, Telephony, IVR, Workflows on CRM and other field-deployed technologies, including Automation initiatives using A.I. powered solutions and Data Solutions.

Responsibilities

• End-User Support: Provide day-to-day technical support to employees for hardware, software, and network issues, both onsite and remotely.
• Telephony Management: Provide day-to-day support for users in Telephony System. E.g: CloudTalk. Create and update IVRs in Phone Channels.
• CRM Management: Support users in CRM. e.g: Hubspot and Zendesk. Create and management users, roles, and solve technicall issues
• IT Fleet Management: Maintain and manage the lifecycle of IT equipment (laptops, desktops, mobile devices, printers, etc.), including assignment, repairs, upgrades, and replacements.
• Network & Connectivity: Monitor and troubleshoot LAN/WAN, Wi-Fi, and internet connectivity issues in coordination with internal teams and external vendors.
• IT Inventory Management: Maintain an accurate inventory of IT assets using asset management tools. Track equipment movement and ensure proper documentation.
• Hardware Deployment: Prepare and configure IT equipment for new employees, office moves, and events. Assist with structured cabling and physical installation as needed.
• Documentation: Create and maintain detailed documentation of procedures, asset records, and support activities.
• Vendor Coordination: Liaise with service providers for support escalations, equipment orders, and warranty services.
• Compliance & Standards: Ensure all IT practices and support are in line with company policies and security standards.
• Access Management: Ensure all access rights were previously approved by managers before assigning IT roles for users.
• Automation Initiatives: Identify, document and Development of Atomation initiatives, with embebbed IA powered solutions or Data analytics.
• Jira Management: To Manage workflows, creating, changing, and support users with Jira Services.

Requisitos:

• Associate or Bachelor's Degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 2+ years of experience in IT support, field services, or helpdesk roles
• Strong knowledge of Windows, macOS, mobile platforms (iOS)
• Experience with asset management systems and ticketing tools (e.g., Jira, Snipe)
• Ability to lift and move IT equipment
• Excellent communication and interpersonal skills
• Valid driver's license and ability to travel between office sites if required
• English level upper intermediate/fluency

Preferred Skills:

• ITIL Foundations certification or equivalent
• Familiarity with Google Workspace administration
• Experience supporting remote or hybrid work environments
• Experience with Automation for IT Systems
• Experience with Telephony Management, IVRs.e.g: Cloud Talk
• Experience with CRM Management

Benefícios

Extra details and benefits

• On-site in Joinville, SC
• Health and dental plan
• Paid vacation
• Holidays off
• Parental Leave
• Wedding Leave
• Flash card (supermarket and restaurants)
• Total Pass
• Clude Saúde
• Annual bonus based on both company and individual performance
• Eligibility to the LTIP (Long Term Incentive Plan)