Remote Help Desk Support / Help Desk Analyst

Position Overview:

Youll provide technical support and troubleshooting to end-users from a remote location. Your role is to resolve software/hardware/network issues, answer support requests, and ensure users have reliable access to the systems they need.

Key Responsibilities:

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Respond to help requests via email, chat, phone, or help-desk ticketing system.

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Troubleshoot problems with operating systems, software applications, hardware, and network connectivity.

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Guide users through step-by-step solutions (remote desktop, instructions, or resources).

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Escalate complex or unresolved issues to senior technicians or specialized teams.

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Log and document each support request, resolution steps, and outcomes.

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Maintain and update support knowledge bases, FAQs, or documentation.

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Provide follow-up to ensure the users issue is resolved.

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Occasionally assist with software installs, updates, or user account setups.

Qualifications:

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High school diploma (some jobs prefer associate degree or relevant certifications).

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Basic to intermediate knowledge of operating systems (Windows, macOS), common software, and networks.

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Familiarity with help-desk or ticketing tools (e.g. Zendesk, Freshdesk, ServiceNow).

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Strong communication skills clear writing and ability to explain technical issues in simple terms.

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Problem-solving skills, patience, and customer-service orientation.

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Ability to work independently and manage time effectively in a remote environment.