Help Desk / NOC Support Analyst

GuideIT; United States; Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive pay

401K

Health insurance

Dental insurance

Vision insurance

Paid holidays

Paid time off

Job summary

GuideIT is a US-based technology services company seeking an entry-level Help Desk / NOC Support Analyst to join IT Operations in a remote role. You will serve as the first point of contact for employees and monitor infrastructure health, handling Tier 1 issues and escalating when needed.

The role combines end-user support with NOC monitoring, requiring basic networking knowledge and familiarity with ITSM tools.

Qualifications

• 0-2 years of experience in a help desk, technical support, or IT operations environment (internships and coursework count).
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, VPN) and common operating systems (Windows).
• Familiarity with ITSM ticketing platforms such as ServiceNow, Ivanti, and ConnectWise.
• Comfortable working independently in a remote setting with minimal direct supervision, while knowing when to elevate.
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users.
• Detail-oriented with solid documentation habits and the ability to follow structured procedures under time pressure.
• Reliable home internet connection and a dedicated, distraction-free workspace suitable for a remote support role.

Responsibilities

• Serve as a point of contact for employees contacting the help desk via phone, email, or ticketing system.
• Troubleshoot and resolve Tier 1 hardware, software, network connectivity, and account access issues, escalating to Tier 2/3 as needed.
• Log, categorize, and prioritize all incoming requests and incidents accurately in the ITSM ticketing system (ServiceNow, Ivanti, and ConnectWise).
• Provide basic support for common business applications, VPN access, password resets, and account provisioning/deprovisioning.
• Follow documented runbooks and knowledge base articles to resolve common issues and flag gaps in documentation for improvement.
• Communicate clearly and professionally with end users, setting expectations on ticket status and resolution timelines.
• Monitor network, server, and application health dashboards for alerts, outages, or performance anomalies throughout the shift.
• Perform initial triage on system alerts, determining severity and following escalation procedures for critical issues.
• Open, update, and track incident tickets for infrastructure issues from detection through handoff or resolution.
• Escalate major incidents to on-call engineers or leadership according to defined escalation paths and severity guidelines.
• Assist with shift-change handoff notes, documenting open issues, ongoing monitoring items, and action items for the next shift.
• Support scheduled maintenance windows and change activities occurring during your shift, following change management procedures.

Skills

Entry-level IT experience

Networking basics

Remote work

Education

High school diploma

IT coursework / Associate prep

Tools

ServiceNow

Ivanti

ConnectWise

Job description

About GuideIT

GuideIT is a US based technology services company focused on providing value to its customers through technology alignment and optimization. We're looking for an entry-level Help Desk / NOC Support Analyst to join our IT Operations team in a remote role. This position blends traditional end-user help desk support with Network Operations Center (NOC) monitoring duties. You'll be a key point of contact for employees needing technical assistance, while also actively monitoring infrastructure health, responding to alerts, and escalating incidents according to established procedures. This is a great opportunity for someone early in their IT career who wants hands-on exposure to both end-user support and enterprise network/systems monitoring. This position requires varying shift availability.

Primary duties

Help Desk Support

• Serve as a point of contact for employees contacting the help desk via phone, email, or ticketing system.
• Troubleshoot and resolve Tier 1 hardware, software, network connectivity, and account access issues, escalating to Tier 2/3 as needed.
• Log, categorize, and prioritize all incoming requests and incidents accurately in the IT service management (ITSM) ticketing system (ServiceNow, Ivanti, and ConnectWise).
• Provide basic support for common business applications, VPN access, password resets, and account provisioning/deprovisioning.
• Follow documented runbooks and knowledge base articles to resolve common issues and flag gaps in documentation for improvement.
• Communicate clearly and professionally with end users, setting expectations on ticket status and resolution timelines.

NOC Monitoring & Incident Response

• Monitor network, server, and application health dashboards for alerts, outages, or performance anomalies throughout the shift.
• Perform initial triage on system alerts, determining severity and following escalation procedures for critical issues.
• Open, update, and track incident tickets for infrastructure issues from detection through handoff or resolution.
• Escalate major incidents to on-call engineers or leadership according to defined escalation paths and severity guidelines.
• Assist with shift-change handoff notes, documenting open issues, ongoing monitoring items, and action items for the next shift.
• Support scheduled maintenance windows and change activities occurring during your shift, following change management procedures.

required skills

• 0-2 years of experience in a help desk, technical support, or IT operations environment (internships and coursework count).
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, VPN) and common operating systems (Windows).
• Familiarity with, or ability to quickly learn, ITSM ticketing platforms such as ServiceNow, Ivanti, and ConnectWise.
• Comfortable working independently in a remote setting with minimal direct supervision, while knowing when to elevate.
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users.
• Detail-oriented with solid documentation habits and the ability to follow structured procedures under time pressure.
• Reliable home internet connection and a dedicated, distraction-free workspace suitable for a remote support role.

Desired Skills

• Familiarity with monitoring/alerting tools (e.g., SolarWinds, Datadog, Broadcom).
• ITIL Foundation certification or CompTIA A+ / Network+ (or actively pursuing).
• Prior exposure to a 24x7 operations, help desk, or call center environment
• This is primarily a weekend-focused schedule - the bulk of your shift hours will fall on Saturday and Sunday.
• Mid-shift rotation: 4 days per week, 10-hour shifts (40 hours/week total).
• Specific shift times will be confirmed during the interview process.

Education

• High school diploma or equivalent required; Associate's degree or coursework in IT, Computer Science, or a related field is a plus.

Position Location

• Remote

More about GuideIT

Headquartered in Plano, Texas, our services and solutions are designed to align technology with business outcomes, maximize value through cost management, and allow rapid, proactive response to change. At GuideIT, we are looking for candidates that have a high level of integrity and thrive in a team environment centered on mutual trust and respect. Our team members are results oriented and highly adaptable. In addition to a dynamic environment, GuideIT offers competitive pay, performance-based bonuses, 401K, health, dental and vision insurance coverage, paid holidays and paid time off.

GuideIT is committed to Equal Employment Opportunity. It is the policy of GuideIT to encourage and support equal employment opportunity for all Team Members and applicants for employment without regard to sex, race, color, ancestry, religious creed, national origin, pregnancy, physical disability, mental disability, medical condition, age, marital status, political affiliation, sexual orientation, disabled veteran, or Vietnam era veteran status.