We are looking for a customer-focused and tech-savvy Help Desk Analyst to join our remote IT support team. In this role, you will provide first-level technical support and troubleshooting assistance to internal users, helping resolve hardware, software, and system issues via phone, chat, email, or remote tools.
Responsibilities:
- Respond to and resolve user inquiries and technical issues in a timely and professional manner
- Diagnose and troubleshoot hardware, software, networking, and system problems
- Document incidents, service requests, and resolutions in the ticketing system
- Escalate complex issues to higher-level support or specialized teams as needed
- Assist users with password resets, software installations, and account access issues
- Guide users through step-by-step solutions using remote desktop tools when necessary
- Maintain detailed records of all user interactions, steps taken, and outcomes
- Monitor system performance and alert teams to potential issues
- Provide excellent customer service while explaining technical concepts in user-friendly terms
- Participate in scheduled training and updates on systems and support procedures
Required Qualifications:
- 1–2 years of IT help desk or customer service experience
- Strong problem-solving and communication skills
- Familiarity with Windows, macOS, Microsoft Office, and remote desktop tools
- Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk)
- Ability to work independently and prioritize tasks in a remote environment
- Reliable internet connection and a quiet home workspace