Help Desk Analyst

Responsibilities: — Provide technical support to employees and end users through phone, email, chat, and ticketing systems. — Respond to IT support requests and resolve technical issues within established SLAs. — Troubleshoot hardware, software, network, and operating system problems. — Assist users with Windows, macOS, Microsoft 365, Outlook, and Teams. — Perform password resets, account unlocks, and user access management. — Support VPN, Wi-Fi, internet connectivity, and printer-related issues. — Create, update, and manage support tickets using IT service management tools. — Escalate complex technical issues to appropriate IT teams. — Maintain accurate records of incidents, resolutions, and troubleshooting procedures. — Assist with software installation, system updates, and basic configuration. — Provide remote assistance using remote desktop support tools. — Follow IT security policies and maintain data confidentiality. Requirements: — 2–6 years of experience as a Help Desk Analyst, Service Desk Analyst, or IT Support Specialist. — Strong knowledge of Windows operating systems and basic macOS troubleshooting. — Experience supporting Microsoft 365, Outlook, Teams, and Office applications. — Understanding of networking fundamentals, TCP/IP, DNS, DHCP, and 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 technical troubleshooting tools. — Strong verbal and written communication skills. — Excellent customer service and problem-solving abilities. — Ability to manage multiple support requests in a remote work environment. — Bachelor's degree in Information Technology, Computer Science, or a related field (preferred). — CompTIA A+, Network+, or Microsoft certifications (preferred). — Experience with ITIL-based service management processes (preferred). — Familiarity with Microsoft Azure and Microsoft Entra ID (preferred). — Basic knowledge of endpoint security and IT asset management (preferred). — Experience supporting geographically distributed teams (preferred). Benefits: — Annual salary of $50,000 – $80,000 USD. — Competitive compensation based on skills and experience. — 100% remote work opportunity. — Flexible working arrangements. — Health, dental, and vision insurance. — Paid time off and holidays. — Retirement savings benefits, where applicable. — Professional development and certification support. — Career advancement opportunities. Candidates from eligible locations across the United States are encouraged to apply. Must be legally authorized to work in the United States. Availability to support different US time zones may be required.