Help Desk Analyst Role - Build Cloud & ITSM Skills

EdgeQ Technologies Private Limited; United States; Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

100% remote work

Health, dental, and vision insurance

Paid time off and holidays

retirement savings benefits

Professional development and certs

Job summary

EdgeQ Technologies Private Limited is seeking a motivated Help Desk Analyst to join our remote IT support team in the United States. You will handle first- and second-line issues, guiding users through hardware and software problems and ensuring timely resolutions across Windows, macOS, and Microsoft 365 environments.

The role emphasizes strong customer service, effective ticketing, and adherence to security policies while supporting a nationwide remote workforce.

Qualifications

• 2–6 years of experience in help desk or IT support.
• Strong knowledge of Windows and macOS troubleshooting.
• Experience with Microsoft 365, Outlook, and Teams.
• Understanding of networking basics: TCP/IP, DNS, DHCP, VPN.
• Experience with Active Directory and user account administration.
• Experience with ServiceNow, Jira, Zendesk, or Freshservice.
• Excellent communication and customer service skills.
• Ability to manage multiple tickets remotely.

Responsibilities

• Provide first- and second-level IT support to employees via phone, email, chat, and ticketing systems.
• Resolve issues within established SLAs.
• Troubleshoot hardware, software, networks, and OS.
• Support Windows, macOS, M365, Outlook, and Teams.
• Perform password resets and account unlocks.
• Manage VPN, Wi‑Fi, and printer issues.
• Create and update IT tickets using ITSM tools.
• Escalate complex issues to appropriate teams.
• Maintain accurate incident records and solutions.
• Assist with software installation and system updates.
• Follow security policies and protect data confidentiality.

Skills

Windows OS

macOS troubleshooting

Microsoft 365

Outlook

Teams

Networking fundamentals

Active Directory

IT support

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

ServiceNow

Jira

Zendesk

Freshservice

Remote desktop

Job description

Help Desk Analyst Role - Build Cloud & ITSM Skills — Remote

Location Remote

Company EdgeQ Technologies Private Limited

This Help Desk Analyst position targets professionals with 2–6 years of experience, bridging Tier 1 and Tier 2 support. The $50,000–$80,000 range is in line with US market benchmarks: BLS and industry surveys place IT Support Specialists at a median of ~$57,000–$65,000, so the top of this range is competitive for mid-level candidates, especially fully remote.

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Skills You'll Build:

• ITSM tooling (ServiceNow, Jira, Zendesk) — valued across enterprises and SaaS companies
• ITIL process exposure — a recognized framework that opens doors to IT management roles
• Active Directory / identity management — foundational for security or sysadmin career pivots

Green Flags: Certification support (CompTIA A+, Network+, Microsoft) is a genuine career accelerator. The mention of career advancement and geographically distributed team support suggests exposure to modern enterprise IT environments.

Yellow Flags: The job description is fairly generic and doesn't specify team size, company growth stage, or tooling depth. The employer (EdgeQ Technologies) appears to be a staffing/consulting firm, which may mean contract-to-hire dynamics — worth clarifying before accepting.

Discover more

help-desk

Upgrade IT

This role is best suited as a stepping stone toward Cloud Support Engineer, Systems Administrator, or IT Manager tracks within 2–4 years.

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

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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.

Is this Help Desk Analyst position truly 100% remote? Yes, the role is listed as 100% remote for candidates located anywhere within the United States. You must be legally authorized to work in the US. What is the salary range for this Help Desk Analyst role? The annual salary ranges from $50,000 to $80,000 USD, with final compensation determined based on skills and experience. Are there fixed working hours or timezone requirements? The posting notes that availability to support different US time zones may be required, so some schedule alignment with US business hours is expected rather than fully async work. What certifications are preferred for this role? CompTIA A+, Network+, and Microsoft certifications are preferred. The employer also offers professional development and certification support as a benefit. Can international candidates apply for this position? No. Applicants must be legally authorized to work in the United States; the role is restricted to US-based candidates only.

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