Help Desk Analyst

Ali Aydi; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

Ali Aydi is seeking a motivated Help Desk Analyst to join our IT support team. The role covers first and second-level support, troubleshooting hardware, software, and network issues, and assisting employees with IT problems from a fully remote position across the United States.

The successful candidate will handle Windows, macOS, Microsoft 365, Outlook, and Teams, manage support tickets, and ensure timely resolutions while adhering to security policies and SLAs.

Qualifications

• 2–6 years of experience in Help Desk or IT Support
• Strong Windows knowledge; basic macOS troubleshooting
• Experience with Microsoft 365, Outlook, Teams
• Networking basics: TCP/IP, DNS, DHCP, VPN
• Active Directory and account management
• Experience with ServiceNow, Jira, Zendesk, Freshservice
• Familiarity with remote desktop tools
• Excellent communication and customer service

Responsibilities

• Provide technical support to employees via phone, email, chat, and tickets
• Respond to IT support requests and resolve issues within SLAs
• Troubleshoot hardware, software, networking, and operating system problems
• Assist users with Windows, macOS, Microsoft 365, Outlook, and Teams
• Perform password resets, account unlocks, and user access management
• Support VPN, Wi‑Fi, internet connectivity, and printer issues
• Create, update, and manage tickets using IT service management tools
• Escalate complex technical issues to appropriate IT teams
• Maintain accurate records of incidents, resolutions, and troubleshooting procedures
• Assist with software installation, system updates, and basic configuration
• Follow IT security policies and maintain data confidentiality

Skills

Windows OS

Microsoft 365

Remote work

Customer service

Ticketing systems

Education

Bachelor's degree

Tools

ServiceNow

Jira

Zendesk

Freshservice

Remote desktop

Job description

Job Title: Help Desk Analyst
Location: United States (Remote)
Work Mode: 100% Remote
Experience: 2–6 Years
Salary Range: $50,000 – $80,000 per year (USD)
Employment Type: Full-Time
Job Category: Information Technology / Technical Support

Job Summary

We are seeking a motivated and customer-oriented Help Desk Analyst to join our IT support team in the United States. The ideal candidate will provide first-level and second-level technical support, troubleshoot hardware and software issues, assist employees with IT-related problems, and ensure timely resolution of technical support requests.

This position offers a fully remote work opportunity for qualified candidates across the United States.

Key Responsibilities

• Provide technical support to employees and end users through phone, email, chat, and ticketing systems.
• Respond to IT support requests and resolve technical issues within established SLAs.
• Troubleshoot hardware, software, network, and operating system problems.
• Assist users with Windows, macOS, Microsoft 365, Outlook, and Teams.
• Perform password resets, account unlocks, and user access management.
• Support VPN, Wi-Fi, internet connectivity, and printer-related issues.
• Create, update, and manage support tickets using IT service management tools.
• Escalate complex technical issues to appropriate IT teams.
• Maintain accurate records of incidents, resolutions, and troubleshooting procedures.
• Assist with software installation, system updates, and basic configuration.
• Follow IT security policies and maintain data confidentiality.

Required Skills & Qualifications

• 2–6 years of experience as a Help Desk Analyst, Service Desk Analyst, or IT Support Specialist.
• Strong knowledge of Windows operating systems and basic macOS troubleshooting.
• Experience supporting Microsoft 365, Outlook, Teams, and Office applications.
• Understanding of networking fundamentals, TCP/IP, DNS, DHCP, and VPN.
• Knowledge of Active Directory and user account administration.
• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice.
• Familiarity with remote desktop and technical troubleshooting tools.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to manage multiple support requests in a remote work environment.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• CompTIA A+, Network+, or Microsoft certifications are preferred.
• Experience with ITIL-based service management processes.
• Familiarity with Microsoft Azure and Microsoft Entra ID.
• Basic knowledge of endpoint security and IT asset management.
• Experience supporting geographically distributed teams.

Salary & Benefits

• Competitive compensation based on skills and experience.
• 100% remote work opportunity.
• Flexible working arrangements.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Retirement savings benefits, where applicable.
• Professional development and certification support.

Work Location

United States – Fully Remote

• Candidates from eligible locations across the United States are encouraged to apply.
• Must be legally authorized to work in the United States.
• Availability to support different US time zones may be required.

Equal Opportunity Employer: We welcome qualified candidates from diverse professional backgrounds and encourage applications from eligible candidates across the United States.

Tags

Customer Support Technical Support Ticketing Systems Troubleshooting TCP/IP Networking and Customer Service

Details

Who may apply USA Only As the board states it — check the description for country or time-zone limits.