Remote Help Desk Support / Help Desk Analyst

Position Overview:
Youll 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.