We are seeking a customer-focused Tier I Service Desk Analyst to join our remote technical support team. As the first point of contact for our employees and clients, you will be responsible for diagnosing, troubleshooting, and resolving basic technical issues. This role is perfect for a problem-solver who enjoys helping others and has a foundational understanding of modern IT infrastructure.

Key Responsibilities:

• First-Response Support: Act as the primary contact for incoming technical requests via phone, email, and chat.

• Troubleshooting: Diagnose and resolve Tier I issues involving Windows/macOS, Microsoft 365, and VPN connectivity.

• Account Management: Perform password resets and manage user permissions within Active Directory and Azure AD.

• Incident Documentation: Use an ITSM tool (like ServiceNow or Jira) to document issues, record troubleshooting steps, and track resolutions.

• Escalation: Identify complex issues that require Tier II or Tier III intervention and escalate them with detailed notes.

• Hardware Support: Provide remote guidance for peripheral setups, including printers, docking stations, and monitors.

Requirements:

• Experience: 1+ years in a Help Desk, Customer Service, or Technical Support role.

• Knowledge: Fundamental understanding of networking concepts (TCP/IP, DNS, DHCP) and OS environments.

• Soft Skills: Exceptional patience, active listening, and the ability to explain technical concepts to non-technical users.

• Education: High School Diploma or equivalent; an Associates degree in IT or a related field is a plus.

Technical Requirements:

• Software: Experience with Microsoft 365 Admin Center, Active Directory, and remote desktop tools (e.g., TeamViewer or LogMeIn).

• Certifications: CompTIA A+, Network+, or Microsoft Fundamentals (AZ-900/MS-900) are highly desirable.

• Internet: Reliable high-speed internet (minimum 25 Mbps) and a dedicated, quiet workspace.

• Ticketing Systems: Familiarity with ServiceNow, Freshservice, or Zendesk.

Work Details:

• Shift: Various shifts available (24/7 environment; may include weekends or holidays).

• Schedule: Full-time (40 hours per week).

• Mode: 100% Remote.

• Compensation: Competitive hourly rate based on experience.

• Benefits: Paid training, technical certification reimbursement, and medical/dental/vision insurance.