Help Desk Support Analyst

Job Summary

To support the IT Operations team, the full-time remote Help Desk Support Analyst will serve as a primary contact for technical assistance while monitoring network and system health, responding to alerts, and escalating incidents as necessary.

Key responsibilities

• Serve as a point of contact for employees seeking help desk support via phone, email, or ticketing system, troubleshooting Tier 1 issues
• Monitor network and application health dashboards for alerts and perform initial triage on system alerts, escalating critical issues as needed
• Log and categorize incoming requests in the IT service management system, ensuring accurate tracking and documentation of incidents

Required qualifications

• 0-2 years of experience in a help desk, technical support, or IT operations environment
• Basic understanding of networking concepts and common operating systems, particularly Windows
• Familiarity with ITSM ticketing platforms such as ServiceNow, Ivanti, or ConnectWise
• High school diploma or equivalent required; Associate's degree or coursework in IT or a related field is a plus
• Reliable home internet connection and a dedicated workspace suitable for remote support