Role Overview
As an IT Helpdesk Analyst, you will deliver hands-on technical support to clients using remote tools and communication platforms. Your primary responsibility is diagnosing and resolving technical challenges across Windows 10/11 systems, Microsoft 365 applications, and cloud-based identity and device management platforms including Azure AD and Intune.
Key Responsibilities
- Respond to user inquiries through phone, email, and remote access tools to resolve technical issues efficiently
- Diagnose and fix operating system, application, printer, and network-related problems
- Support onboarding and offboarding processes, including email provisioning, access permissions, and workstation setup
- Assist with basic networking tasks such as troubleshooting connectivity, DNS, and VPN issues
- Collaborate with engineering teams to escalate and resolve complex incidents
- Explain technical solutions clearly to non-technical users using accessible language
- Document all support activities thoroughly in ticketing and knowledge management systems
- Follow security protocols and help maintain compliance across client environments
Required Qualifications
- At least three years of experience in a helpdesk or technical support role
- Proven experience supporting Windows 10/11 desktop environments
- Familiarity with Microsoft 365, Azure AD, Intune, and related cloud services
- Working knowledge of firewalls (including Meraki and SonicWall), switches, and networking fundamentals
- Experience with RMM platforms, PSA tools, and IT automation systems
Preferred Qualifications
- Industry certifications from Microsoft, Cisco, or CompTIA
- Scripting experience using PowerShell or Python
Work Environment
This is a full-time remote position with no location restrictions. You’ll work within a distributed team and support clients across various time zones.
Compensation and Benefits
Salary ranges from $60,000 to $70,000 annually, scaled to experience. The role includes medical and vision insurance and a 401(k) plan with company matching.
Company Culture
We believe every team member contributes uniquely to our success. Our culture emphasizes personal growth, continuous learning, and inclusive practices. We support diverse perspectives and are committed to building meaningful career paths for everyone. As an equal opportunity employer, we ensure fair treatment in hiring, development, and advancement for all individuals.
