Remote Help Desk Analyst: Expert Tech Support

Wollborg Michelson Recruiting; Rancho Cordova (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Wollborg Michelson Recruiting seeks a Service Desk Support Analyst to deliver remote technical support for users experiencing computer, network, and software issues. You will assist via phone and chat, document and resolve tickets, and contribute to knowledge base updates.

The role requires 1–2 years of service desk experience, familiarity with AD, Exchange, Azure, and ServiceNow, plus Windows 11 proficiency and excellent communication skills.

Qualifications

• Associate degree or equivalent experience required.
• 1–2 years of service desk experience in a high-volume environment preferred.
• Knowledge of Active Directory, Microsoft Exchange Admin Center, Azure, and ServiceNow.
• Basic knowledge of Microsoft Office 365 applications and troubleshooting techniques.
• Experience supporting Windows 11 environments.
• Strong customer service and communication skills.

Responsibilities

• Provide remote technical support, diagnostics, and troubleshooting for computers, network services, and related peripherals.
• Assist users through telephone and chat support channels.
• Provide end-user support and training for software applications and internally developed tools.
• Manage and update service tickets with status and resolutions.
• Prepare metric reports and provide status updates to management.
• Develop and audit standard operating procedures and customer service guidelines.
• Support knowledge article creation and maintenance.
• Serve as a subject matter expert for critical business functions and services.
• Contribute to service quality, productivity, and customer satisfaction goals.
• Provide guidance related to security, governance, and risk management functions.

Skills

Customer service

Remote user support

Technical diagnosis

Ticket management

Mac OS support

Education

Associate degree or equivalent experience

Tools

Active Directory

Microsoft Exchange Admin Center

Azure

ServiceNow

Office 365

Job description

Wollborg Michelson Recruiting seeks a Service Desk Support Analyst to deliver remote technical support for users experiencing computer, network, and software issues. You will assist via phone and chat, document and resolve tickets, and contribute to knowledge base updates.

The role requires 1–2 years of service desk experience, familiarity with AD, Exchange, Azure, and ServiceNow, plus Windows 11 proficiency and excellent communication skills.