Help Desk Analyst - Remote IT Support

About the Role

We’re hiring a Help Desk Analyst remote to join our fully remote team. In this role, you’ll provide first-line technical support to internal users or customers—resolving issues, maintaining systems, and ensuring smooth day-to-day operations. This is a great opportunity for someone who enjoys troubleshooting, helping others, and building a career in IT support or systems administration.

What You’ll Do

• Provide Tier 1 technical support via email, chat, and/or phone.
• Troubleshoot hardware, software, and basic network issues.
• Assist with system setup, configuration, and user onboarding.
• Manage and resolve support tickets in a timely manner.
• Escalate complex issues to higher-level support when needed.
• Maintain documentation of issues, resolutions, and procedures.
• Support user access, permissions, and account management.
• Contribute to internal knowledge base and help improve support processes.

Requirements

• 1–3 years of experience in IT support, help desk, or technical support roles.
• Basic understanding of operating systems (Windows, macOS) and common applications.
• Familiarity with ticketing systems (Zendesk, ServiceNow, Freshservice, etc.).
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.
• Ability to manage multiple requests in a remote environment.
• Strong attention to detail and organization.
• Must be authorized to work in the United States.

Nice to Have

• Experience with remote support tools and IT service management (ITSM) platforms.
• Basic knowledge of networking (DNS, VPN, Wi-Fi troubleshooting).
• Familiarity with SaaS tools and user administration (Google Workspace, Microsoft 365).
• Experience with identity and access management (IAM).
• Certifications such as CompTIA A+, Network+, or similar.
• Interest in growing into System Administrator or IT Engineer roles.

What We Offer

• Fully remote work within the United States.
• Competitive salary + performance-based bonus.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Generous PTO and paid holidays.
• Career growth opportunities in IT and infrastructure.
• Supportive, collaborative, and team-oriented environment.