Service Desk

We are seeking a customer-focused and technically skilled Remote Service Desk Analyst to provide first-level IT support to employees and clients. The ideal candidate will troubleshoot hardware, software, network, and application issues while delivering exceptional customer service through phone, email, and chat. This role requires strong problem-solving skills, attention to detail, and the ability to manage multiple support requests in a fast-paced environment.

Key Responsibilities

• Respond to IT support requests via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, printer, VPN, email, and network connectivity issues.
• Install, configure, and maintain user accounts, workstations, and software applications.
• Escalate complex technical issues to higher-level support teams when necessary.
• Document incidents, resolutions, and troubleshooting steps in the ticketing system.
• Follow service level agreements (SLAs) to ensure timely issue resolution.
• Provide remote support using remote access tools.
• Maintain knowledge base articles and assist with process improvements.
• Educate users on best practices and basic technical troubleshooting.

Qualifications

• High school diploma required; Associate's or Bachelor's degree in Information Technology or a related field preferred.
• 1–3 years of IT help desk or service desk experience.
• Familiarity with Windows, Microsoft 365, Active Directory, VPNs, remote desktop tools, and ticketing systems such as ServiceNow or Jira.
• Strong troubleshooting, communication, and customer service skills.
• Ability to prioritize tasks and work independently in a remote environment.

Benefits

• Competitive pay
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and company holidays
• Remote work flexibility
• Paid training and professional development
• Career advancement opportunities
• Employee assistance program (EAP)