Remote Help Desk & NOC Support Analyst

GuideIT; United States; Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Competitive pay

401K

Health insurance

Dental insurance

Vision insurance

Paid holidays

Paid time off

Job summary

GuideIT is a US-based technology services company seeking an entry-level Help Desk / NOC Support Analyst to join IT Operations in a remote role. You will serve as the first point of contact for employees and monitor infrastructure health, handling Tier 1 issues and escalating when needed.

The role combines end-user support with NOC monitoring, requiring basic networking knowledge and familiarity with ITSM tools.

Qualifications

• 0-2 years of experience in a help desk, technical support, or IT operations environment (internships and coursework count).
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, VPN) and common operating systems (Windows).
• Familiarity with ITSM ticketing platforms such as ServiceNow, Ivanti, and ConnectWise.
• Comfortable working independently in a remote setting with minimal direct supervision, while knowing when to elevate.
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users.
• Detail-oriented with solid documentation habits and the ability to follow structured procedures under time pressure.
• Reliable home internet connection and a dedicated, distraction-free workspace suitable for a remote support role.

Responsibilities

• Serve as a point of contact for employees contacting the help desk via phone, email, or ticketing system.
• Troubleshoot and resolve Tier 1 hardware, software, network connectivity, and account access issues, escalating to Tier 2/3 as needed.
• Log, categorize, and prioritize all incoming requests and incidents accurately in the ITSM ticketing system (ServiceNow, Ivanti, and ConnectWise).
• Provide basic support for common business applications, VPN access, password resets, and account provisioning/deprovisioning.
• Follow documented runbooks and knowledge base articles to resolve common issues and flag gaps in documentation for improvement.
• Communicate clearly and professionally with end users, setting expectations on ticket status and resolution timelines.
• Monitor network, server, and application health dashboards for alerts, outages, or performance anomalies throughout the shift.
• Perform initial triage on system alerts, determining severity and following escalation procedures for critical issues.
• Open, update, and track incident tickets for infrastructure issues from detection through handoff or resolution.
• Escalate major incidents to on-call engineers or leadership according to defined escalation paths and severity guidelines.
• Assist with shift-change handoff notes, documenting open issues, ongoing monitoring items, and action items for the next shift.
• Support scheduled maintenance windows and change activities occurring during your shift, following change management procedures.

Skills

Entry-level IT experience

Networking basics

Remote work

Education

High school diploma

IT coursework / Associate prep

Tools

ServiceNow

Ivanti

ConnectWise

Job description

GuideIT is a US-based technology services company seeking an entry-level Help Desk / NOC Support Analyst to join IT Operations in a remote role. You will serve as the first point of contact for employees and monitor infrastructure health, handling Tier 1 issues and escalating when needed.

The role combines end-user support with NOC monitoring, requiring basic networking knowledge and familiarity with ITSM tools.