Help Desk Analyst

📍 Location: United States (Remote)

🕒 Employment Type: Full-Time

💼 Level: Entry to Mid-Level (1–3 years)

We’re looking for a customer-focused and tech-savvy Help Desk Analyst to provide first-line technical support to end users. In this fully remote role, you’ll troubleshoot issues, resolve technical problems, and ensure a smooth user experience across systems and tools.

This is a great opportunity for someone who enjoys helping others and wants to grow in IT support or systems administration.

• Provide Tier 1 / Tier 2 technical support via email, chat, and ticketing systems
• Troubleshoot hardware, software, and network issues
• Manage and resolve support tickets in a timely manner
• Assist with user account setup, access, and permissions
• Document issues, solutions, and support procedures
• Escalate complex issues to higher-level support teams
• Support onboarding and offboarding of employees
• Maintain knowledge base articles and documentation

• 1–3 years of experience in IT support, help desk, or technical support roles
• Basic understanding of operating systems (Windows, macOS)
• Familiarity with common business tools (Microsoft 365, Google Workspace)
• Experience with ticketing systems (Zendesk, ServiceNow, Jira, etc.)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to work independently in a remote environment
• Strong attention to detail and organization
• Must be authorized to work in the United States

• CompTIA A+, Network+, or similar certifications
• Experience with remote support tools and device management systems
• Familiarity with Active Directory or identity management systems
• Basic networking knowledge (VPNs, DNS, etc.)
• Experience supporting SaaS tools and cloud-based environments
• Interest in progressing into system administration or IT engineering

• 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
• Opportunity to grow within IT support and infrastructure teams
• Supportive, collaborative, and service-oriented culture