Help Desk Analyst

Headquarters: United States

Job Title: Help Desk Analyst
Location: United States (Remote)
Work Mode: 100% Remote
Experience: 2–6 Years
Salary Range: $50,000 – $80,000 per year (USD)
Employment Type: Full-Time
Job Category: Information Technology / Technical Support

We are seeking a motivated and customer-oriented Help Desk Analyst to join our IT support team in the United States. The ideal candidate will provide first-level and second-level technical support, troubleshoot hardware and software issues, assist employees with IT-related problems, and ensure timely resolution of technical support requests.

This position offers a fully remote work opportunity for qualified candidates across the United States.

• Provide technical support to employees and end users through phone, email, chat, and ticketing systems.

• Respond to IT support requests and resolve technical issues within established SLAs.

• Troubleshoot hardware, software, network, and operating system problems.

• Assist users with Windows, macOS, Microsoft 365, Outlook, and Teams.

• Perform password resets, account unlocks, and user access management.

• Support VPN, Wi‑Fi, internet connectivity, and printer‑related issues.

• Create, update, and manage support tickets using IT service management tools.

• Escalate complex technical issues to appropriate IT teams.

• Maintain accurate records of incidents, resolutions, and troubleshooting procedures.

• Assist with software installation, system updates, and basic configuration.

• Provide remote assistance using remote desktop support tools.

• Follow IT security policies and maintain data confidentiality.

• 2–6 years of experience as a Help Desk Analyst, Service Desk Analyst, or IT Support Specialist.

• Strong knowledge of Windows operating systems and basic macOS troubleshooting.

• Experience supporting Microsoft 365, Outlook, Teams, and Office applications.

• Understanding of networking fundamentals, TCP/IP, DNS, DHCP, and VPN.

• Knowledge of Active Directory and user account administration.

• Experience with ticketing systems such as Service Now, Jira, Zendesk, or Fresh service.

• Familiarity with remote desktop and technical troubleshooting tools.

• Strong verbal and written communication skills.

• Excellent customer service and problem‑solving abilities.

• Ability to manage multiple support requests in a remote work environment.

• Bachelor's degree in Information Technology, Computer Science, or a related field.

• CompTIA A+, Network+, or Microsoft certifications are preferred.

• Experience with ITIL‑based service management processes.

• Familiarity with Microsoft Azure and Microsoft Entra .

• Basic knowledge of endpoint security and IT asset management.

• Experience supporting geographically distributed teams.

• Annual Salary: $50,000 – $80,000 USD.

• Competitive compensation based on skills and experience.

• 100% remote work opportunity.

• Flexible working arrangements.

• Health, dental, and vision insurance.

• Paid time off and holidays.

• Retirement savings benefits, where applicable.

• Professional development and certification support.

• Career advancement opportunities.

United States – Fully Remote

• Candidates from eligible locations across the United States are encouraged to apply.

• Must be legally authorized to work in the United States.

• Availability to support different US time zones may be required.

Equal Opportunity

Employer:

We welcome qualified candidates from diverse professional backgrounds and encourage applications from eligible candidates across the United States.