Help Desk Analyst- Remote Work From Home

About the role

The Help Desk Analyst provides first-line technical support to end users, resolving remote-desktop and Microsoft Office issues while delivering professional, courteous service. This position operates from a home office and manages the full ticket lifecycle using established ticketing systems.

Key responsibilities

• Respond to inbound support requests via phone, email, or chat and log each interaction in the ticketing system.
• Diagnose, troubleshoot, and resolve remote-desktop connectivity and performance problems.
• Assist users with Microsoft Office applications, including installation, configuration, and troubleshooting.
• Prioritize tickets, meet service-level targets, and ensure timely closure of incidents.
• Escalate complex or unresolved issues to senior technical staff while providing detailed documentation.
• Maintain accurate knowledge-base articles and update standard operating procedures.
• Track and report on common issues to help improve overall service quality.

Required qualifications

• High school diploma or equivalent; additional technical education preferred.
• 0-20 years of experience in a help-desk or IT support role.
• Proficiency with remote-desktop tools (e.g., TeamViewer, Remote Desktop Connection).
• Strong customer-service skills and the ability to communicate technical concepts clearly.
• Hands-on experience with ticketing systems such as ServiceNow, Zendesk, or JIRA.
• Solid working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).

Nice to have

• CompTIA A+, ITIL Foundation, or related certifications.
• Experience supporting both Windows and macOS environments.
• Familiarity with Active Directory and basic network troubleshooting.
• Proven ability to work independently in a remote work setting.