Help Desk Analyst
EdgeQ Technologies Private Limited
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Headquarters: United States Help Desk Analyst Job Title: Help Desk Analyst Location: United States (Remote) Work Mode: 100% Remote Experience: 2–6 Years Salary Range: $50,000 – $80,000 per year (USD) Employment Type: Full-Time Job Category: Information Technology / Technical Support Job Summary We are seeking a motivated and customer-oriented Help Desk Analyst to join our IT support team in the United States. The ideal candidate will provide first-level and second-level technical support, troubleshoot hardware and software issues, assist employees with IT-related problems, and ensure timely resolution of technical support requests. This position offers a fully remote work opportunity for qualified candidates across the United States.
Responsibilities
- Provide technical support to employees and end users through phone, email, chat, and ticketing systems
- Respond to IT support requests and resolve technical issues within established SLAs
- Troubleshoot hardware, software, network, and operating system problems
- Assist users with Windows, macOS, Microsoft 365, Outlook, and Teams
- Perform password resets, account unlocks, and user access management
- Support VPN, Wi-Fi, internet connectivity, and printer-related issues
- Create, update, and manage support tickets using IT service management tools
- Escalate complex technical issues to appropriate IT teams
- Maintain accurate records of incidents, resolutions, and troubleshooting procedures
- Assist with software installation, system updates, and basic configuration
- Provide remote assistance using remote desktop support tools
- Follow IT security policies and maintain data confidentiality
Required Skills
- & Qualifications 2–6 years of experience as a Help Desk Analyst, Service Desk Analyst, or IT Support Specialist
- Strong knowledge of Windows operating systems and basic macOS troubleshooting
- Experience supporting Microsoft 365, Outlook, Teams, and Office applications
- Understanding of networking fundamentals, TCP/IP, DNS, DHCP, and VPN
- Knowledge of Active Directory and user account administration
- Experience with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice
- Familiarity with remote desktop and technical troubleshooting tools
- Strong verbal and written communication skills
- Excellent customer service and problem-solving abilities
- Ability to manage multiple support requests in a remote work environment
- Preferred Qualifications Bachelor's degree in Information Technology, Computer Science, or a related field
- CompTIA A+, Network+, or Microsoft certifications are preferred
- Experience with ITIL-based service management processes
- Familiarity with Microsoft Azure and Microsoft Entra ID
- Basic knowledge of endpoint security and IT asset management
- Experience supporting geographically distributed teams
- Salary &
Benefits
- Annual Salary: $50,000 – $80,000 USD
- Competitive compensation based on skills and experience
- 100% remote work opportunity
- Flexible working arrangements
- Health, dental, and vision insurance
- Paid time off and holidays
- Retirement savings benefits, where applicable
- Professional development and certification support
- Career advancement opportunities
- Work Location United States – Fully Remote Candidates from eligible locations across the United States are encouraged to apply
- Must be legally authorized to work in the United States
- Availability to support different US time zones may be required