Tier 1 Help Desk Analyst

Full-time

Careerscape

Careerscape is recruiting on behalf of our client, a national insurance company, for a fully remote Tier 1 Help Desk Analyst to join their growing IT support team. This is a great opportunity for a customer-focused problem solver to be the first point of contact for employees needing technical assistance, handling everything from password resets to software troubleshooting in a fast-paced, collaborative environment.

Day to day, you will field a steady stream of inbound calls, chats, and tickets, walking end users through fixes with patience and clarity while keeping accurate records in the ticketing system. You will thrive in this role if you enjoy variety, stay calm when systems act up, and take pride in turning a frustrated caller into a satisfied one, all while knowing when to escalate a tricky issue to Tier 2 support.

Responsibilities

Respond to inbound help desk tickets, calls, and chats from employees nationwide
Troubleshoot and resolve password resets, account lockouts, and login issues
Provide first-level support for desktop, laptop, and mobile software issues
Diagnose common hardware, network connectivity, and printer problems
Assist with setup and support of VPN, email, and remote access tools
Document all interactions accurately in the IT service management ticketing system
Escalate unresolved or complex issues to Tier 2 or specialized IT teams
Follow standard operating procedures and knowledge base articles for common fixes
Maintain clear, professional communication with end users of varying technical skill
Meet service level agreements for response time and ticket resolution

Requirements

High school diploma or equivalent required, associate degree in IT or related field a plus
Six months to one year of help desk, call center, or customer service experience
Familiarity with Windows operating systems and Microsoft Office applications
Basic understanding of Active Directory, password resets, and account management
Strong verbal and written communication skills
Ability to troubleshoot methodically and stay calm under pressure
Comfortable working independently in a fully remote environment
Reliable high-speed internet connection and a quiet home workspace
CompTIA A+ certification or similar is a plus but not required

Benefits

Medical, dental, and vision insurance
401k retirement plan with company match
Paid time off and paid holidays
Fully remote position with flexible scheduling options
Company-provided equipment for home office setup
Paid training and certification support
Employee assistance program
Career growth path into Tier 2 and specialized IT roles
Life and disability insurance options
Collaborative, supportive remote team culture

Job Type: Full-Time | Work Type: Remote | Industry: Information Technology | Experience: Entry

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Vacancy posted a month ago

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