Remote IT Service Desk Analyst

We are currently seeking a customer-focused and technically skilled Service Desk Analyst to join a fast-paced support environment serving end users across multiple service areas.
This role is ideal for someone with prior IT support or Service Desk experience who enjoys troubleshooting technical issues, helping users, and working in a structured support environment.
The successful candidate must be comfortable supporting users across a wide operating schedule and working in a performance-driven remote environment.

Key Responsibilities
Provide first-level technical support to end users
Troubleshoot and resolve basic hardware, software, and access-related issues
Escalate unresolved issues to the appropriate support teams
Track, document, and manage incidents accurately
Guide users through troubleshooting steps and issue resolution
Follow up with users to ensure issues are fully resolved
Maintain high-quality customer service standards
Support ticket documentation, routing, and closure processes
Recommend process improvements where appropriate
Maintain knowledge of Service Desk procedures, systems, and tools

Availability Requirements
Candidates must be fully flexible and available to support the following operating hours:
Monday-Friday: 7:00 AM - 7:30 PM CST
Saturday: 6:00 AM - 6:30 PM CST
Sunday: 6:00 AM - 5:30 PM CST
Please only apply if you are able to support rotating schedules within these operating hours, including weekends and holidays where required.

Compensation
$6.50 USD per hour
Paid weekly

Requirements

Required Experience & Qualifications
High school diploma or equivalent
Minimum 2 years of experience in an IT Support, Help Desk, or End User Services environment
Experience supporting Windows environments and end users
Strong troubleshooting and problem-solving skills
Excellent written and verbal English communication skills
Ability to multitask and prioritize in a fast-paced environment
Ability to remain professional and customer-focused under pressure
Comfortable working independently and within a team environment

Preferred Experience
Experience with the following technologies and platforms is highly preferred:
Office 365
Azure Active Directory
Meraki
Workspace ONE
Bomgar
ServiceNow
ITIL or IT Service Management practices
Computer networks and internet-based software

Technical Requirements (Non-Negotiable)
To be considered for this role, candidates must have the following:
Stable wired fibre internet connection (Wi-Fi only connections are not accepted)
Backup power solution, such as a UPS or inverter
Professional headset with microphone
A dual monitor setup is preferred for productivity and workflow management

Hiring Process
Our hiring process includes multiple stages to ensure the right fit for both the role and the client environment.
The process includes:
Resume review and prescreen questionnaire
One-way video interview
Live prescreen interview via Teams
Client interview via Teams
Additional/final interview if required

Please note:
Only candidates who complete both the prescreen questionnaire and one-way video interview will be considered for progression in the hiring process.

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