Service Desk Analyst

We are seeking a proactive and customer-focused Service Desk Analyst to join our remote IT support team. In this role, you will serve as the first point of contact for technical support, assisting users with hardware, software, and system-related issues while ensuring a high level of customer satisfaction.

The ideal candidate has strong troubleshooting skills, excellent communication abilities, and experience supporting users in a fast-paced, remote environment.

Key Responsibilities

* Serve as the first line of support for IT-related inquiries via phone, email, and chat
* Diagnose and resolve hardware, software, network, and system issues
* Log, track, and manage incidents and service requests using ticketing systems
* Escalate complex issues to appropriate technical teams when necessary
* Support remote users with system access, password resets, VPN, and application issues
* Maintain accurate documentation of incidents, resolutions, and processes
* Monitor system alerts and respond to service disruptions in a timely manner
* Assist with onboarding/offboarding tasks, including account setup and equipment coordination
* Ensure compliance with IT policies, security standards, and service-level agreements (SLAs)

Required Qualifications

* High school diploma or equivalent (Associate's or Bachelor's degree in IT or related field preferred)
* 2+ years of experience in IT support, help desk, or service desk roles
* Strong knowledge of Windows/macOS environments and common business applications
* Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management)
* Basic understanding of networking concepts (VPN, DNS, TCP/IP)
* Excellent problem-solving and troubleshooting skills
* Strong communication and customer service skills
* Ability to work independently in a remote environment
* Must be legally authorized to work in the United States (valid U.S. work permit required)

Preferred Qualifications

* IT certifications such as CompTIA A+, Network+, or ITIL Foundation
* Experience supporting cloud-based tools (Microsoft 365, Google Workspace)
* Familiarity with remote desktop tools and endpoint management systems
* Experience in a fully remote or distributed support team

What We Offer

* Competitive hourly pay
* Flexible remote work environment
* Paid training and professional development opportunities
* Supportive and collaborative team culture
* Career growth and advancement opportunities
* Exposure to modern IT tools and technologies.