Remote Help Desk Analyst - IT Support Specialist

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

Retirement savings benefits

Professional development support

Job summary

EdgeQ Technologies Private Limited in the United States is seeking a motivated Help Desk Analyst to deliver first- and second‑level IT support for employees nationwide in a fully remote setup. The role targets troubleshooting Windows and macOS, managing Microsoft 365, Outlook and Teams, password resets, and user access while meeting SLAs and maintaining accurate ticket records.

Applicants should have 2–6 years of IT support experience, strong communication skills, and familiarity with ITSM tools

Qualifications

• 2–6 years of experience in IT support or help desk roles.
• Strong knowledge of Windows OS and basic macOS troubleshooting.
• Experience with Microsoft 365, Outlook, Teams, and Office apps.
• Understanding of networking fundamentals, DNS/DHCP, VPN.
• Experience with Active Directory and user account administration.
• Familiarity with ticketing systems (ServiceNow/Jira/Zendesk/Freshservice).

Responsibilities

• Provide first- and second-level IT support via phone, email, chat, and tickets.
• Resolve issues within SLA targets and escalate when needed.
• Troubleshoot hardware, software, network, and OS problems.
• Assist Windows and macOS users with Microsoft 365, Outlook, Teams.
• Perform password resets and account unlocks.
• Support VPN, Wi-Fi, and printer issues.
• Create and manage tickets using ITSM tools.
• Maintain records of incidents and resolutions.
• Provide remote assistance using remote desktop.
• Adhere to IT security policies and data confidentiality.

Skills

Windows troubleshooting

Microsoft 365 & Outlook

Network fundamentals

Active Directory

Ticketing systems

Remote desktop tools

Customer service

Communication skills

Education

Bachelor's degree in IT / CS

Tools

ServiceNow

Jira

Zendesk

Freshservice

Remote Desktop Protocol (RDP)

Job description

EdgeQ Technologies Private Limited in the United States is seeking a motivated Help Desk Analyst to deliver first- and second‑level IT support for employees nationwide in a fully remote setup. The role targets troubleshooting Windows and macOS, managing Microsoft 365, Outlook and Teams, password resets, and user access while meeting SLAs and maintaining accurate ticket records.

Applicants should have 2–6 years of IT support experience, strong communication skills, and familiarity with ITSM tools