Help Desk Analyst

Zim Directory; United States; Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

Retirement savings benefits, where/app

Professional development and cert -fic

Career advancement opportunities

100% remote work

Flexible working arrangements

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.

Qualifications

• 2–6 years of experience in help desk or IT support.
• Strong Windows and macOS troubleshooting.
• Experience with Microsoft 365, Outlook, Teams.
• Understanding of networking fundamentals (VPN, DNS, DHCP).
• Experience with Active Directory and user accounts.
• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, Freshservice).
• Excellent communication and customer service.

Responsibilities

• Provide first- and second-level IT support via phone, email, chat, and ticketing.
• Respond to IT support requests and resolve issues within SLAs.
• Troubleshoot hardware, software, network, and OS problems.
• Assist users with Windows, macOS, Microsoft 365, Outlook, and Teams.
• Perform password resets and access management.
• Support VPN, Wi‑Fi, and printer issues.
• Create, update, and manage IT tickets; escalate complex issues.
• Maintain accurate incident records and troubleshooting procedures.
• Provide remote assistance using remote desktop tools.
• Follow IT security policies and protect data confidentiality.

Skills

Windows OS

Microsoft 365

Outlook

VPN basics

Ticketing systems

Remote support

Communication skills

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ServiceNow

Jira

Zendesk

Freshservice

Job description

Headquarters: United States

Help Desk Analyst

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.

• Provide remote assistance using remote desktop support tools.

• 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

• Annual Salary: $50,000 – $80,000 USD.

• 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.

• Career advancement opportunities.

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.