We are seeking a detail-oriented, customer-focused Remote Help Desk Analyst to join our IT support team. In this role, you will be the first point of contact for internal users experiencing technical issues. You will troubleshoot and resolve hardware, software, and network-related problems, providing top-tier support through phone, email, chat, and remote access tools—all from the comfort of your home.

• Respond to support requests via ticketing system, phone, email, or chat in a timely and professional manner.
• Troubleshoot hardware, software, and network issues across various operating systems (Windows, macOS, etc.).
• Provide support for commonly used applications including Microsoft Office, VPNs, remote desktop tools, and collaboration platforms like Teams or Zoom.
• Document issues, solutions, and follow-up actions clearly in the help desk system.
• Escalate unresolved issues to appropriate IT teams while maintaining ownership and communication with the user.
• Assist in onboarding/offboarding processes, including account setups and equipment configuration.
• Monitor system alerts and help ensure uptime and performance for end-user systems.
• Maintain knowledge base articles and support documentation.

• 1–3 years of experience in a help desk or technical support role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft 365, Active Directory, remote support tools, and VPNs.
• Excellent communication and customer service skills.
• Ability to work independently in a remote environment.
• Strong problem-solving skills and attention to detail.
• Associate’s or Bachelor’s degree in IT, Computer Science, or related field (preferred but not required).
• IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

• 100% Remote – Work from anywhere in the U.S.
• Flexible scheduling with core business hours
• Comprehensive benefits package (medical, dental, vision, PTO, 401(k))
• Equipment provided (laptop, headset, monitor)
• Opportunities for training, development, and advancement

How to Apply:
Submit your resume and a brief cover letter outlining your technical support experience and interest in the position.