Remote Help Desk Analyst - Tier I/II Support

Focused HR Solutions, LLC; Denver (CO); Remote; USD 30,000 - 37,000; Full time

Job summary

Focused HR Solutions, LLC is seeking two Help Desk Analysts for a 14-month contract. The role is 100% remote with a requirement to reside in Colorado, specifically Denver. Compensation ranges from $22 to $27 per hour.

You will provide Tier I and II support for enterprise IT services and manage tickets across multiple channels. Responsibilities include troubleshooting, escalation when needed, documenting issues, and maintaining SLA adherence.

Qualifications

• Provide Tier I and II support for enterprise IT services.
• Resolve tickets via preferred channels and escalate when needed.
• Follow SLAs and agency policies.
• Document issues and resolutions in the ticketing system.
• Communicate status to users and team members.

Responsibilities

• Provide Tier I and II customer support for a range of IT services.
• Effectively resolve tickets and escalate when necessary.
• Abide by service level commitments and agency policies.
• Document outages and updates in the ticketing system.
• Communicate clearly via tickets and chats.

Skills

Customer support

Ticketing systems

Communication skills

Troubleshooting

Multitasking

Tools

Ticket management system

Remote support tools

Job description

Focused HR Solutions, LLC is seeking two Help Desk Analysts for a 14-month contract. The role is 100% remote with a requirement to reside in Colorado, specifically Denver. Compensation ranges from $22 to $27 per hour.

You will provide Tier I and II support for enterprise IT services and manage tickets across multiple channels. Responsibilities include troubleshooting, escalation when needed, documenting issues, and maintaining SLA adherence.