Help Desk Analyst- Remote Work From Home

About the role

The Help Desk Analyst provides first‑line technical support to end users, resolving remote‑desktop and Microsoft Office issues while delivering professional, courteous service. This position operates from a home office and manages the full ticket lifecycle using established ticketing systems.

Key responsibilities

• Respond to inbound support requests via phone, email, or chat and log each interaction in the ticketing system.

• Diagnose, troubleshoot, and resolve remote‑desktop connectivity and performance problems.

• Assist users with Microsoft Office applications, including installation, configuration, and troubleshooting.

• Prioritize tickets, meet service‑level targets, and ensure timely closure of incidents.

• Escalate complex or unresolved issues to senior technical staff while providing detailed documentation.

• Maintain accurate knowledge‑base articles and update standard operating procedures.

• Track and report on common issues to help improve overall service quality.

Required qualifications

• High school diploma or equivalent; additional technical education preferred.

• 0–20 years of experience in a help‑desk or IT support role.

• Proficiency with remote‑desktop tools (e.g., TeamViewer, Remote Desktop Connection).

• Strong customer‑service skills and the ability to communicate technical concepts clearly.

• Hands‑on experience with ticketing systems such as ServiceNow, Zendesk, or JIRA.

• Solid working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).

Nice to have

• CompTIA A+, ITIL Foundation, or related certifications.

• Experience supporting both Windows and macOS environments.

• Familiarity with Active Directory and basic network troubleshooting.

• Proven ability to work independently in a remote work setting.