Help Desk Analyst

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

📋 Description

• Address issues submitted via the ticketing system.

• Ensure the organization’s technology operates smoothly.

• Collect context, detect patterns, troubleshoot underlying causes, and effectively utilize escalation paths.

• Identify risk indicators and manage potential security incidents in a timely and suitable manner.

• Communicate effectively with users while using established team communication tools.

• Offer professional, patient, and courteous support to users who may be frustrated or stressed.

• Oversee projects and tickets, including those that require multiple steps or span several days.

• Follow up on tasks, tickets, and user issues until they are resolved.

• Maintain clear, precise, and consistent documentation.

• Achieve ticket-resolution objectives and sustain a high first-call resolution rate when applicable.

• Respond swiftly to support requests, ideally within one hour during standard business hours.

• Collaborate with the Help Desk team, keeping team members and management updated.

• Adhere to Help Desk procedures and company policies.

• Recognize opportunities for process enhancements, knowledge gaps, and skill development.

⛳️ Requirements

• High school diploma or equivalent, along with prior experience in a technical support or help desk position.

• Experience utilizing a ticketing system to document, prioritize, and resolve end-user support requests in a remote setting.

• Familiarity with Microsoft Windows 11 desktops and laptops.

• Background in computer upgrades, troubleshooting, and parts replacement.

• Understanding of TCP/IP, DHCP, DNS, and other networking protocols.

• Practical knowledge of Microsoft Windows Server administration and troubleshooting.

• Experience with Windows Service Active Directory, Microsoft Entra ID, and Azure Active Directory.

• Strong proficiency in Microsoft 365 applications, including Word, Excel, and Outlook.

• Experience supporting Microsoft Exchange Server on-premises and Exchange Online.

• Excellent written and verbal communication skills, with the ability to produce clear and accurate technical documentation.

• Experience with MacOS is preferred.

• Technical certification (A+, Network+) is preferred.

• Available to work from Saturday to Wednesday, 11am to 8pm EST.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Company-sponsored life and disability insurance.

• 401(k) plan with discretionary company matching.

• Paid time off and holidays.

• Travel discounts and employee perks.

• Employee Assistance Program (EAP).

• Opportunities for professional development and learning.

• Remote work flexibility.