Senior Helpdesk Analyst

Placements24; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Performance bonuses

Medical/dental/vision

Paid time off

Retirement plan

Fully remote

Job summary

Placements24 is seeking a Senior Helpdesk Analyst to join a fully remote IT support team. You will provide advanced technical assistance, mentor junior analysts, and ensure seamless operation of IT systems for employees worldwide.

The role emphasizes problem-solving, strong communication, and the ability to work independently from a home office in a remote-first environment.

Qualifications

• Minimum 5 years in helpdesk/IT support with 2+ years in a senior role.
• Strong knowledge of Windows/macOS/Linux, networks, and cloud tech.
• Experience mentoring junior staff and guiding team best practices.
• Proven ability to work independently in a remote environment.

Responsibilities

• Provide advanced technical support for hardware, software, and network issues.
• Resolve escalated IT tickets efficiently and effectively.
• Develop and implement IT support policies and procedures.
• Mentor and train junior helpdesk staff.
• Oversee IT asset management including procurement and decommissioning.
• Perform regular system maintenance, updates, and security checks.
• Create and maintain technical documentation and knowledge base articles.
• Collaborate with IT teams to resolve complex issues.
• Monitor system performance and identify potential problems.
• Contribute to IT projects and upgrades as needed.

Skills

Advanced IT support

Troubleshooting

Analytical thinking

Communication skills

Remote work proficiency

Mentoring

Education

Bachelor's degree in IT/CS

Tools

Ticketing systems

Remote management tools

Job description

About the Role

Our client is seeking a highly experienced Senior Helpdesk Analyst to join their fully remote IT support team. In this critical role, you will provide advanced technical assistance, troubleshoot complex IT issues, and mentor junior analysts. You will be responsible for ensuring the seamless operation of IT systems and infrastructure for our client's employees, regardless of their location. This fully remote position requires a self-disciplined individual with exceptional problem-solving skills and a deep understanding of IT support best practices. Embrace the opportunity to work from home and contribute your expertise to a leading organization that values innovation and employee development in a remote-first setting. You will be a key asset in maintaining our client's operational efficiency.

Key Responsibilities

• Provide advanced technical support and troubleshooting for hardware, software, and network issues.
• Manage and resolve escalated IT support tickets efficiently and effectively.
• Develop and implement IT support policies and procedures.
• Mentor and train junior helpdesk staff, providing guidance and expertise.
• Oversee IT asset management, including procurement, deployment, and decommissioning.
• Conduct regular system maintenance, updates, and security checks.
• Create and maintain comprehensive technical documentation and knowledge base articles.
• Collaborate with other IT teams to resolve complex system issues.
• Monitor IT systems performance and identify potential problems proactively.
• Contribute to IT projects and system upgrades as required.

Requirements

• Minimum of 5 years of experience in a helpdesk or IT support role, with at least 2 years in a senior capacity.
• Strong understanding of operating systems (Windows, macOS, Linux), network infrastructure, and cloud technologies.
• Proficiency with IT support ticketing systems and remote management tools.
• Excellent analytical, problem-solving, and diagnostic skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Must possess a reliable high-speed internet connection and a dedicated, quiet home office space.
• Proven ability to work independently and manage workload effectively in a remote environment.
• Relevant IT certifications (e.g., CompTIA Network+, MCSE, ITIL) are highly desirable.
• Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Must be comfortable and productive working entirely remotely.

Benefits

Our client offers a competitive senior-level annual salary with performance-based bonuses. A comprehensive benefits package includes medical, dental, and vision insurance. Generous paid time off, including vacation, sick leave, and public holidays, is provided. This role offers the significant advantage of being fully remote, providing unparalleled flexibility and work-life balance. Opportunities for continued professional development, including advanced training and certifications, are actively supported. A company-sponsored retirement plan is available. Join a dynamic, globally distributed team where your technical expertise is highly valued and contribute to cutting-edge IT solutions from your home office.