Remote Help Desk Support / Help Desk Analyst

About the job Remote Help Desk Support / Help Desk Analyst

Position Overview: You'll 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:

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

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

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

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

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

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

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

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

Qualifications:

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

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

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

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

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

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