IT Support Analyst

We are seeking a detail-oriented and customer-focused Remote IT Support Analyst to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This role plays a critical part in ensuring operational continuity by delivering timely and effective technical solutions to internal users across the organization.

This is a fully remote position; however, candidates must reside within the United States and be legally authorized to work in the U.S.

Key Responsibilities

Provide Tier 1 and Tier 2 technical support via phone, email, and remote tools

Diagnose and troubleshoot hardware, software, networking, and system issues

Install, configure, and maintain desktops, laptops, printers, and mobile devices

Support Microsoft 365, Active Directory, VPN, and cloud-based platforms

Document incidents, resolutions, and processes in the ticketing system

Escalate complex technical issues to appropriate teams when necessary

Maintain user accounts, permissions, and access controls

Assist with system updates, patches, and security compliance initiatives

Support onboarding and offboarding of employees (equipment setup and access provisioning)

Contribute to continuous improvement of IT support processes and documentation

Required Qualifications

Must reside in the United States

2+ years of experience in IT support, help desk, or technical support roles

Strong knowledge of Windows and macOS operating systems

Experience with Microsoft 365, Active Directory, and remote support tools

Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)

Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)

Excellent problem-solving and communication skills

Ability to work independently in a fully remote environment

Preferred Qualifications

CompTIA A+, Network+, or similar certifications

Experience supporting cloud environments (Azure, AWS, or Google Cloud)

Knowledge of endpoint security and cybersecurity best practices

Key Competencies

Strong customer service mindset

Ability to prioritize and manage multiple support requests

Clear and professional written and verbal communication

High level of accountability and responsiveness

Work Environment

Fully remote role

Standard U.S. business hours (time zone flexibility may be required)

Reliable high-speed internet connection required