Help Desk Analyst

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.
• 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.

• 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.

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.

Customer Support Technical Support Ticketing Systems Troubleshooting TCP/IP Networking and Customer Service

Who may apply USA Only As the board states it — check the description for country or time-zone limits.