Careerscape is recruiting on behalf of our client, a growing technology-driven organization, for a full-time Remote Service Desk Analyst based in Texas. This is a great entry point into an IT career, with hands-on exposure to real-world systems, supportive teammates, and clear paths to advance into systems administration, security, or engineering roles.
The day-to-day is a steady mix of troubleshooting, communication, and problem-solving. You'll be the first point of contact for employees who need help, working through tickets, walking users through fixes, and escalating when needed. People who thrive here are patient, curious, and enjoy turning a frustrated user into a happy one.
Responsibilities
- Serve as the first point of contact for employees seeking technical support via phone, chat, and email
- Log, prioritize, and track incidents and service requests in the ticketing system
- Troubleshoot hardware, software, network, and account access issues
- Reset passwords, unlock accounts, and manage user access in Active Directory and Microsoft 365
- Provide remote assistance using screen-sharing and remote desktop tools
- Escalate complex issues to Tier 2 or specialized teams with clear, detailed documentation
- Set up and support laptops, mobile devices, and common business applications
- Create and update knowledge base articles and troubleshooting guides
- Follow up with users to confirm issues are resolved and meet SLA targets
Requirements
- High school diploma or equivalent required; associate or bachelor's degree in IT or a related field preferred
- 6 months or more of help desk, customer service, or technical support experience (internships and coursework considered)
- Basic knowledge of Windows, macOS, and Microsoft 365
- Familiarity with ticketing systems and basic networking concepts such as DNS, DHCP, and VPN
- Strong verbal and written communication skills
- Strong problem-solving skills and a customer-first attitude
- Ability to work independently and manage time in a remote environment
- Reliable high-speed internet and a quiet home workspace
- CompTIA A+ or similar certification a plus
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off and paid holidays
- Fully remote work with a home office equipment provided
- Training and certification reimbursement
- Clear career growth path within IT
- Flexible, supportive team culture
- Life and disability insurance
- Employee wellness resources