Remote Help Desk Analyst - Launch Your Cloud & ITIL Career

EdgeQ Technologies Private Limited

United States

Remote

USD 50,000 - 80,000

Full time

2 days ago

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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.