Overview
We are looking for a customer-focused and tech-savvy Help Desk Analyst to join our remote IT support team. In this role, you will provide first-level technical support and troubleshooting assistance to internal users, helping resolve hardware, software, and system issues via phone, chat, email, or remote tools.
Responsibilities:
Respond to and resolve user inquiries and technical issues in a timely and professional manner
Diagnose and troubleshoot hardware, software, networking, and system problems
Document incidents, service requests, and resolutions in the ticketing system
Escalate complex issues to higher-level support or specialized teams as needed
Assist users with password resets, software installations, and account access issues
Guide users through step-by-step solutions using remote desktop tools when necessary
Maintain detailed records of all user interactions, steps taken, and outcomes
Monitor system performance and alert teams to potential issues
Provide excellent customer service while explaining technical concepts in user-friendly terms
Participate in scheduled training and updates on systems and support procedures
Qualifications:
1–2 years of IT help desk or customer service experience
Strong problem-solving and communication skills
Familiarity with Windows, macOS, Microsoft Office, and remote desktop tools
Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk)
Ability to work independently and prioritize tasks in a remote environment
Reliable internet connection and a quiet home workspace
