Help Desk Analyst

Job Summary

Providing essential support to end users, the full-time remote Help Desk Analyst (Tier 1) will manage inbound and outbound contacts, document interactions in ticketing systems, and assist customers in troubleshooting hardware and software issues while adhering to service level agreements.

Key responsibilities

• Serve as the initial point of contact for troubleshooting hardware/software issues via phone, chat, or email
• Document user interactions and troubleshooting steps accurately in the ticketing system
• Ensure prompt and professional responses to users while adhering to standard operating procedures and security requirements

Required qualifications

• High school diploma with a minimum of 3 years of experience in IT support
• Possession of ITIL 4 Foundations Certification or ability to obtain it within 120 days of hire
• Strong understanding of Service Desk operations and technical skills related to Windows and/or Mac systems
• U.S. Citizenship is required
• Ability to work flexible shifts, including weekends and holidays, as needed