Help Desk Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Act as the primary contact for technical support inquiries from end users via phone, email, chat, and ticketing systems.

• Diagnose and resolve basic to moderate issues related to hardware, software, account access, printers, and connectivity.

• Provide support for Windows, macOS, Microsoft 365, Active Directory, VPN connectivity, and standard enterprise applications.

• Record, prioritize, and handle incidents and service requests within ITSM systems while ensuring compliance with SLAs.

• Escalate unresolved or complex technical problems to Tier II or Infrastructure teams, including relevant documentation and troubleshooting details.

• Assist with user account management, including provisioning, password resets, software installations, and endpoint setup tasks.

• Support remote and hybrid workforce setups using remote support and endpoint management tools.

• Keep precise documentation of incidents, troubleshooting processes, and resolutions within the ticketing system.

• Communicate professionally with end users about issue statuses, expected timelines, and updates on resolutions.

• Adhere to established IT policies, procedures, and security standards while catering to end-user technology requirements.

• Aid in onboarding and offboarding processes, including device preparation and account configuration.

• Contribute to the knowledge base documentation and ongoing improvement initiatives within the Help Desk function.

• Perform additional duties as assigned.

⛳️ Requirements

• An associate degree in Information Technology, Computer Science, or a related field is preferred; equivalent experience may be acceptable.

• 1–3 years of experience in Help Desk, Technical Support, or customer support within an enterprise environment is preferred.

• Fundamental knowledge of Windows operating systems, Microsoft 365, Active Directory, and standard desktop support practices.

• Familiarity with networking basics, including VPN, DNS, DHCP, and wireless connectivity troubleshooting is preferred.

• Experience with ticketing systems or ITSM platforms such as ServiceNow, NinjaOne, or similar tools is preferred.

• Excellent customer service, communication, and interpersonal skills.

• Ability to methodically troubleshoot technical issues and escalate when necessary.

• Capacity to manage multiple priorities in a dynamic support environment.

• Exposure to remote support tools, endpoint management platforms, or cloud-based environments is preferred.

• CompTIA A+ or a related entry-level IT certification is preferred.

• Alignment with RTS Core Values.

🏝️ Benefits

• Full-time employment.