Remote IT Service Desk Analyst (PST)

AgileGrid Solutions; United States; Remote; USD 34,000 - 45,000; Full time

Benefits offered by this job

Remote work

Job summary

Jobrapido seeks a dedicated IT Service Desk Analyst to join our remote team, providing first- and second-level support for internal employees across hardware, software, connectivity, and access issues. You will assist via phone, chat, and Slack, documenting steps and resolutions in ServiceNow.

Proficiency in Windows, Office 365, Active Directory, and VPN is required, with experience in endpoint management. This role follows PST hours and emphasizes strong customer service in a fast-paced

Qualifications

• Experience in a Service Desk or Desktop Support role.
• Proficient in supporting Microsoft Windows in a corporate environment.
• Hands-on experience with Office 365 environments.
• Familiarity with Active Directory user administration and VPN connectivity.
• Knowledge of ServiceNow for incident management and endpoint management tools for software deployment.

Responsibilities

• Provide first- and second-level technical support to internal employees across hardware, software, connectivity, and access issues.
• Troubleshoot Windows, Office 365, VPN, hardware, and peripherals to minimize disruption to users.
• Support users via phone, chat, and Slack with professional communication and documentation.
• Document incidents, resolutions, and steps in ServiceNow for knowledge sharing.
• Manage Active Directory accounts, security groups, and permissions following security policies.
• Deploy and update software and security patches using endpoint management tools.
• Create and maintain knowledge base articles to improve self-service and team efficiency.
• Identify root causes of recurring issues and explain solutions clearly.

Skills

Windows support

Office 365

Active Directory

VPN

ServiceNow

Endpoint management

Troubleshooting

Customer service

Tools

ServiceNow

Endpoint management tools

Job description

Jobrapido seeks a dedicated IT Service Desk Analyst to join our remote team, providing first- and second-level support for internal employees across hardware, software, connectivity, and access issues. You will assist via phone, chat, and Slack, documenting steps and resolutions in ServiceNow.

Proficiency in Windows, Office 365, Active Directory, and VPN is required, with experience in endpoint management. This role follows PST hours and emphasizes strong customer service in a fast-paced