Remote Help Desk Analyst – Windows & Microsoft 365 Support

Zim Directory; United States; Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid time off and holidays

Retirement savings benefits, where/app

Professional development and cert -fic

Career advancement opportunities

100% remote work

Flexible working arrangements

Job summary

We are seeking a motivated and customer-oriented Help Desk Analyst to join our IT support team in the United States. The ideal candidate will provide first-level and second-level technical support, troubleshoot hardware and software issues, assist employees with IT-related problems, and ensure timely resolution of technical support requests.

This position offers a fully remote work opportunity for qualified candidates across the United States.

Qualifications

• 2–6 years of experience in help desk or IT support.
• Strong Windows and macOS troubleshooting.
• Experience with Microsoft 365, Outlook, Teams.
• Understanding of networking fundamentals (VPN, DNS, DHCP).
• Experience with Active Directory and user accounts.
• Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, Freshservice).
• Excellent communication and customer service.

Responsibilities

• Provide first- and second-level IT support via phone, email, chat, and ticketing.
• Respond to IT support requests and resolve issues within SLAs.
• Troubleshoot hardware, software, network, and OS problems.
• Assist users with Windows, macOS, Microsoft 365, Outlook, and Teams.
• Perform password resets and access management.
• Support VPN, Wi‑Fi, and printer issues.
• Create, update, and manage IT tickets; escalate complex issues.
• Maintain accurate incident records and troubleshooting procedures.
• Provide remote assistance using remote desktop tools.
• Follow IT security policies and protect data confidentiality.

Skills

Windows OS

Microsoft 365

Outlook

VPN basics

Ticketing systems

Remote support

Communication skills

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ServiceNow

Jira

Zendesk

Freshservice

Job description

We are seeking a motivated and customer-oriented Help Desk Analyst to join our IT support team in the United States. The ideal candidate will provide first-level and second-level technical support, troubleshoot hardware and software issues, assist employees with IT-related problems, and ensure timely resolution of technical support requests.

This position offers a fully remote work opportunity for qualified candidates across the United States.