Remote Help Desk Analyst

Job Overview We are seeking a dedicated Help Desk Analyst to join our IT support team. The ideal candidate will provide exceptional technical support and customer service to end-users, ensuring efficient operation of IT systems and infrastructure. This role requires strong problem-solving skills and the ability to troubleshoot software and hardware issues across various operating systems, including Windows, macOS, and Linux. Duties • Provide first-line support for IT-related issues via phone, email, or in-person. • Troubleshoot software and hardware problems, ensuring timely resolution. • Manage user accounts and permissions using Active Directory. • Assist with computer management tasks including setup, configuration, and maintenance of desktop systems. • Support network administration tasks related to LAN/WAN connectivity and VPN configurations. • Utilize tools such as BMC Remedy, ServiceNow, or Jira for ticketing and issue tracking. • Conduct analysis of system performance and recommend improvements. • Maintain documentation of technical procedures and user guides. • Collaborate with other IT teams to resolve complex issues involving firewalls, TCP/IP configurations, DNS settings, and SCCM deployments. • Provide support for mobile devices and ensure compliance with security protocols. Experience • Provide technical support to users for moderately complex computer related technical problems. • Communicate technical issues over the phone to a variety of customers • Answer service desk telephones • Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems. • Resolve or refer highly complex technical problems as appropriate. • Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. • Log and track inquiries using an incident management database and maintains history records and related problem documentation. • Identify customer problems and complaints to ensure that inquiries are successfully resolved. Job Type: Contract Pay: $15.00 - $17.00 per hour People with a criminal record are encouraged to apply Work Location: Remote Apply tot his job Apply To this Job