Remote IT Help Desk Analyst - Windows & 365 Expert

Extravs

United States

Remote

USD 50,000 - 80,000

Full time

2 days ago

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Benefits offered by this job

Health insurance

Paid time off

Retirement savings plan

Certification support

Job summary

Extravs is seeking a motivated Help Desk Analyst to join our fully remote IT support team serving the United States. You will deliver first- and second-level technical support, troubleshoot hardware and software issues, and ensure timely resolution of requests.

This role emphasizes strong remote assistance and customer service in a fast-paced environment. Ideal candidates have 2–6 years in help desk or IT support, solid knowledge of Windows and macOS, and experience with M365, Outlook, and

Qualifications

2–6 years of experience in Help Desk, Service Desk, or IT Support roles.
Strong knowledge of Windows operating systems and basic macOS troubleshooting.
Experience supporting Microsoft 365, Outlook, and Teams.
Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN.
Knowledge of Active Directory and user account administration.
Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice.
Familiarity with remote desktop and IT troubleshooting tools.
Excellent verbal and written communication; strong customer service and problem-solving skills.

Responsibilities

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