Job Summary
We are seeking a customer-focused and technically skilled Help Desk Analyst to provide remote technical support to employees and customers across the United States. The ideal candidate will troubleshoot hardware, software, and network issues while delivering exceptional customer service. You will resolve technical problems, document support requests, and ensure timely issue resolution in a fast-paced remote environment.
Key Responsibilities
Provide first-level technical support via phone, email, chat, and remote desktop tools.
Diagnose and resolve hardware, software, operating system, and network issues.
Respond to support tickets and ensure timely resolution based on service level agreements (SLAs).
Install, configure, and troubleshoot computer systems, printers, mobile devices, and peripherals.
Assist users with Microsoft 365, email, VPN, password resets, and account access issues.
Escalate complex technical issues to higher-level support teams when necessary.
Document incidents, solutions, and troubleshooting steps in the ticketing system.
Maintain accurate records of support requests and resolutions.
Provide guidance and training to users on IT best practices and company applications.
Perform system updates, software installations, and routine maintenance tasks.
Monitor recurring issues and recommend process improvements.
Collaborate with IT teams to ensure efficient service delivery and customer satisfaction.
Qualifications
Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
2+ years of experience in a Help Desk, Service Desk, IT Support, or Technical Support role.
Strong knowledge of Windows and macOS operating systems.
Experience supporting Microsoft 365, Active Directory, VPNs, and remote access tools.
Excellent troubleshooting and problem-solving skills.
Strong written and verbal communication abilities.
Ability to prioritize multiple support requests in a remote work environment.
Preferred Qualifications
CompTIA A+, Network+, or Microsoft certifications.
Experience with ITIL principles and service management.
Familiarity with cloud technologies such as Microsoft Azure or Google Workspace.
Experience supporting remote and hybrid workforces.