To support the IT Operations team, the full-time remote Help Desk Support Analyst will serve as a primary contact for technical assistance while monitoring network and system health, responding to alerts, and escalating incidents as necessary.
Key responsibilities
Serve as a point of contact for employees seeking help desk support via phone, email, or ticketing system, troubleshooting Tier 1 issues Monitor network and application health dashboards for alerts and perform initial triage on system alerts, escalating critical issues as needed Log and categorize incoming requests in the IT service management system, ensuring accurate tracking and documentation of incidents Required qualifications 0-2 years of experience in a help desk, technical support, or IT operations environment Basic understanding of networking concepts and common operating systems, particularly Windows Familiarity with ITSM ticketing platforms such as ServiceNow, Ivanti, or ConnectWise High school diploma or equivalent required; Associate's degree or coursework in IT or a related field is a plus Reliable home internet connection and a dedicated workspace suitable for remote support