Remote IT Service Desk Analyst

About the role

We are looking for a customer‑focused Remote IT Service Desk Analyst to provide first‑level technical support to end users across multiple service areas. This fully remote position requires flexibility to cover a broad operating schedule, including weekends and holidays.

Key responsibilities

• Provide first‑level technical support for hardware, software, and access‑related issues.
• Troubleshoot and resolve basic problems, guiding users through step‑by‑step solutions.
• Escalate unresolved incidents to appropriate support teams.
• Accurately track, document, and manage incidents in the ticketing system.
• Follow up with users to confirm issue resolution and maintain high‑quality customer service standards.
• Document, route, and close support tickets while recommending process improvements.

Required profile

• High school diploma or equivalent.
• Minimum 2 years experience in IT Support, Help Desk, or End‑User Services.
• Comfortable working independently and within a team in a fast‑paced, performance‑driven environment.
• Fully flexible availability to cover rotating schedules (Mon‑Fri 7 AM‑7:30 PM CST, Sat 6 AM‑6:30 PM CST, Sun 6 AM‑5:30 PM CST) including weekends and holidays.
• Stable wired fibre internet, backup power (UPS/inverter), professional headset, and preferably a dual‑monitor setup.

Required skills

• Windows operating environment support.
• Office 365.
• Azure Active Directory.
• Meraki networking.
• Workspace ONE.
• Bomgar remote support.
• ServiceNow ticketing platform.
• ITIL or IT Service Management practices.
• Fundamental knowledge of computer networks and internet‑based software.

What we offer

• Hourly compensation of $6.50 USD, paid weekly.
• Fully remote work arrangement.
• Opportunity to work in a structured, performance‑driven support environment.