Remote Help Desk Analyst: Windows & 365 Support

Ali Aydi; United States; Remote; USD 50,000 - 80,000; Full time

Job summary

Ali Aydi is seeking a motivated Help Desk Analyst to join our IT support team. The role covers first and second-level support, troubleshooting hardware, software, and network issues, and assisting employees with IT problems from a fully remote position across the United States.

The successful candidate will handle Windows, macOS, Microsoft 365, Outlook, and Teams, manage support tickets, and ensure timely resolutions while adhering to security policies and SLAs.

Qualifications

• 2–6 years of experience in Help Desk or IT Support
• Strong Windows knowledge; basic macOS troubleshooting
• Experience with Microsoft 365, Outlook, Teams
• Networking basics: TCP/IP, DNS, DHCP, VPN
• Active Directory and account management
• Experience with ServiceNow, Jira, Zendesk, Freshservice
• Familiarity with remote desktop tools
• Excellent communication and customer service

Responsibilities

• Provide technical support to employees via phone, email, chat, and tickets
• Respond to IT support requests and resolve issues within SLAs
• Troubleshoot hardware, software, networking, and operating system problems
• Assist users with Windows, macOS, Microsoft 365, Outlook, and Teams
• Perform password resets, account unlocks, and user access management
• Support VPN, Wi‑Fi, internet connectivity, and printer issues
• Create, update, and manage tickets using IT service management tools
• Escalate complex technical issues to appropriate IT teams
• Maintain accurate records of incidents, resolutions, and troubleshooting procedures
• Assist with software installation, system updates, and basic configuration
• Follow IT security policies and maintain data confidentiality

Skills

Windows OS

Microsoft 365

Remote work

Customer service

Ticketing systems

Education

Bachelor's degree

Tools

ServiceNow

Jira

Zendesk

Freshservice

Remote desktop

Job description

Ali Aydi is seeking a motivated Help Desk Analyst to join our IT support team. The role covers first and second-level support, troubleshooting hardware, software, and network issues, and assisting employees with IT problems from a fully remote position across the United States.

The successful candidate will handle Windows, macOS, Microsoft 365, Outlook, and Teams, manage support tickets, and ensure timely resolutions while adhering to security policies and SLAs.