Remote Help Desk & NOC Analyst (Weekend Shifts)

GuideIT; Plano (TX); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Bonus

401(k) matching

Health insurance

Dental insurance

Vision insurance

Paid holidays

Paid time off

Job summary

GuideIT, a US-based technology services company, is seeking an entry-level Help Desk / NOC Support Analyst for a remote role within its IT Operations team. The position blends end-user support with proactive monitoring of infrastructure health, handling tickets, and escalating incidents per procedures.

Ideal candidates have 0–2 years of experience, basic networking knowledge, and familiarity with ITSM platforms.

Qualifications

• 0–2 years of experience in a help desk, technical support, or IT operations environment (internships count).
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, VPN) and Windows.
• Familiarity with ITSM platforms such as ServiceNow, Ivanti, and ConnectWise.
• Comfortable working independently in a remote setting with minimal supervision.
• Strong written and verbal communication skills and solid documentation habits.

Responsibilities

• Serve as a point of contact for employees via phone, email, or ticketing system.
• Troubleshoot Tier 1 hardware, software, network, and account access issues.
• Log, categorize, and prioritize requests in the ITSM system (ServiceNow, Ivanti, ConnectWise).
• Provide basic support for common business applications and VPN access; perform password resets.
• Follow runbooks and escalate gaps in documentation when needed.
• Monitor network/server/application health during shifts and triage alerts.

Skills

Entry-level Help Desk

Networking basics

Remote work readiness

Strong communication

Documentation skills

Education

High school diploma

Associates in IT/CS

Tools

ServiceNow

Ivanti

ConnectWise

VPN

Job description

GuideIT, a US-based technology services company, is seeking an entry-level Help Desk / NOC Support Analyst for a remote role within its IT Operations team. The position blends end-user support with proactive monitoring of infrastructure health, handling tickets, and escalating incidents per procedures.

Ideal candidates have 0–2 years of experience, basic networking knowledge, and familiarity with ITSM platforms.