Help Desk Analyst - Build Cloud & ITSM Skills

Location Remote

Company EdgeQ Technologies Private Limited

This Help Desk Analyst position targets professionals with 2–6 years of experience, bridging Tier 1 and Tier 2 support. The $50,000–$80,000 range is in line with US market benchmarks
: BLS and industry surveys place IT Support Specialists at a median of ~$57,000–$65,000, so the top of this range is competitive for mid-level candidates, especially fully remote.

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Skills You'll Build:

• ITSM tooling (Service Now, Jira, Zendesk) — valued across enterprises and SaaS companies
• ITIL process exposure — a recognized framework that opens doors to IT management roles
• Active Directory / identity management — foundational for security or sysadmin career pivots

Green Flags: Certification support (CompTIA A+, Network+, Microsoft) is a genuine career accelerator. The mention of career advancement and geographically distributed team support suggests exposure to modern enterprise IT environments.

Yellow Flags: The job description is fairly generic and doesn't specify team size, company growth stage, or tooling depth. The employer (EdgeQ Technologies) appears to be a staffing/consulting firm, which may mean contract-to-hire dynamics — worth clarifying before accepting.

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Upgrade IT

This role is best suited as a stepping stone toward Cloud Support Engineer, Systems Administrator, or IT Manager tracks within 2–4 years.

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

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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…