Remote Service Desk Analyst

Careerscape is recruiting on behalf of our client for an entry-level Remote Service Desk Analyst to join their growing IT support team. This is a great opportunity for someone early in their IT career to build a strong foundation in technical troubleshooting, customer service, and enterprise support systems while working from anywhere in the US.

Day to day, you will field incoming tickets and calls, walk end users through fixes with patience and clarity, and learn how a modern IT environment is supported behind the scenes. People who thrive in this role are curious problem solvers who stay calm under pressure, communicate clearly in writing and over the phone, and genuinely enjoy helping others get unstuck.

Responsibilities

• Respond to incoming support tickets, emails, and calls from end users
• Troubleshoot hardware, software, and connectivity issues via remote tools
• Log, categorize, and prioritize tickets in the IT service management system
• Escalate complex issues to Tier 2 or Tier 3 support as needed
• Assist with user account setup, password resets, and access requests
• Provide basic support for Windows and Microsoft 365 applications
• Document troubleshooting steps and resolutions in the knowledge base
• Follow up with users to confirm issue resolution and satisfaction
• Support onboarding and offboarding of employee equipment
• Maintain accurate records of hardware and software inventory

Requirements

• High school diploma or equivalent required; associate or bachelor's degree in IT related field a plus
• Basic understanding of Windows operating systems and Microsoft Office
• Strong verbal and written communication skills
• Ability to explain technical concepts to non-technical users
• Strong customer service orientation and patience
• Ability to work independently in a remote environment
• Reliable home internet connection and a dedicated workspace
• CompTIA A+ certification or similar a plus but not required
• Willingness to learn new tools and systems quickly

Benefits

• Medical, dental, and vision insurance
• 401k with company match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling
• Home office equipment stipend
• Paid training and certification support
• Employee assistance program
• Opportunities for career growth into Tier 2 IT roles
• Collaborative and supportive team culture
• Annual performance reviews with merit increases