Overview
We are seeking a dependable and tech-savvy Remote Help Desk Analyst to provide first-level support for end-users experiencing technical issues. As the first point of contact, you will diagnose and troubleshoot hardware, software, and connectivity problems, ensuring timely resolution and maintaining high customer satisfaction. This role requires excellent communication skills, problem-solving abilities, and a strong customer service mindset.
Key Responsibilities:
Provide remote technical support via phone, email, or chat to end-users
Diagnose and resolve basic hardware, software, and network issues
Log and track support requests using help desk ticketing systems
Guide users through step-by-step solutions and escalate unresolved issues
Install, configure, and update software and operating systems as needed
Monitor system performance and maintain documentation of procedures and fixes
Ensure timely follow-ups and issue resolution to meet service level agreements (SLAs)
Collaborate with IT teams and vendors for issue escalation and resolution
Qualifications:
Associate or Bachelor’s degree in IT, Computer Science, or a related field (or equivalent experience)
1+ years of experience in a help desk or IT support role
Familiarity with Windows, macOS, and mobile operating systems
Working knowledge of remote desktop applications and help desk software (e.g., Zendesk, Freshdesk)
Excellent verbal and written communication skills
Strong troubleshooting and multitasking skills
Customer-oriented attitude with a focus on timely service delivery
Preferred Skills:
Experience with Active Directory and Office 365 support
Basic knowledge of networking and VPN troubleshooting
CompTIA A+ or similar certifications are a plus
Why Join Us:
100% remote work environment
Supportive and collaborative IT team
Ongoing training and professional development
Competitive salary and benefits package
