Job Details

We are seeking a skilled and motivated Help Desk Analyst to join our remote support team. In this role, you will provide first-level technical support and troubleshooting assistance to end users via phone, email, chat, and remote desktop tools. You will serve as the first point of contact for resolving hardware, software, and network issues, ensuring a high level of customer satisfaction and timely resolution of incidents. This is a fully remote, work-from-home position.Key ResponsibilitiesRespond promptly to support requests submitted through ticketing systems, email, phone, or chat.Provide Tier 1 and some Tier 2 technical support for software applications, hardware, and network connectivity issues.Troubleshoot and resolve user issues remotely, escalating complex problems to appropriate technical teams.Guide users through problem-solving steps and provide clear instructions in a user-friendly manner.Document incidents, solutions, and workarounds accurately in the help desk system.Monitor and manage the help desk ticket queue to meet service level agreements (SLAs).Collaborate with engineering, DevOps, and other IT teams to resolve recurring or complex issues.Create and maintain knowledge base articles, FAQs, and standard operating procedures (SOPs).Assist with software installations, updates, and user account management as needed.Maintain professionalism and a customer-focused attitude in all communications.Participate in team meetings and training sessions to stay current with technology and support best practices.Required Skills and QualificationsAssociates or Bachelors degree in Computer Science, Information Technology, or related field preferred.Proven experience in a Tier 1 help desk or technical support role, preferably in a remote environment.Strong customer service skills with the ability to communicate technical information clearly and patiently.Proficiency with common operating systems (Windows, macOS), Microsoft Office Suite, and remote support tools.Basic understanding of networking concepts, software troubleshooting, and hardware diagnostics.Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) and remote desktop software.Excellent problem-solving skills and ability to multitask in a fast-paced environment.Strong organizational skills and attention to detail.Ability to work independently and as part of a distributed team.Flexible availability to cover support hours, which may include some evenings or weekends.Preferred QualificationsExperience supporting SaaS applications or cloud-based platforms.Familiarity with ITIL processes and incident management.Knowledge of scripting or automation tools is a plus.Previous experience working in healthcare, government, or large enterprise environments is advantageous.Work Schedule and LocationThis is a 100% remote, work-from-home position.Typical hours are Monday through Friday, 8:00 AM to 5:00 PM local time, with some flexibility required.Occasional extended hours or weekend shifts may be necessary based on business needs.
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