Remote Help Desk Analyst (2–6 yrs) — IT Support

Kenyan Edu; United States; Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement savings plan

Professional development support

Job summary

EdgeQ Technologies Private Limited is seeking a motivated Help Desk Analyst to join our US IT support team. This fully remote role provides first- and second-line support to employees, troubleshooting hardware and software issues, and ensuring timely resolution of requests.

You will handle Windows and macOS issues, Microsoft 365 apps, VPN, and network connectivity, while maintaining ticket records and following security policies. Remote candidates across the United States are welcome to apply.

Qualifications

• 2–6 years of Help Desk/IT support experience.
• Experience with Windows and macOS troubleshooting.
• Experience supporting Microsoft 365, Outlook, Teams, and Office apps.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice.

Responsibilities

• Provide first- and second-level technical support to employees via phone, email, chat, and ticketing system.
• Respond to IT support requests and resolve issues within SLAs.
• Troubleshoot hardware, software, network, and OS problems.
• Assist users with Windows/macOS, VPN, Wi-Fi, and printer issues.
• Create, update, and manage support tickets; remote assistance as needed.

Skills

Windows OS troubleshooting

macOS troubleshooting

Microsoft 365/Outlook/Teams

IT support and customer service

Strong communication

Ticketing systems

Education

Bachelor's degree in IT or related field

CompTIA A+/Network+ (preferred)

Tools

ServiceNow

Jira

Zendesk

Freshservice

Remote desktop tools

Job description

EdgeQ Technologies Private Limited is seeking a motivated Help Desk Analyst to join our US IT support team. This fully remote role provides first- and second-line support to employees, troubleshooting hardware and software issues, and ensuring timely resolution of requests.

You will handle Windows and macOS issues, Microsoft 365 apps, VPN, and network connectivity, while maintaining ticket records and following security policies. Remote candidates across the United States are welcome to apply.