Tier 1 Help Desk Analyst

Careerscape is recruiting on behalf of our client, a national insurance company, for a fully remote Tier 1 Help Desk Analyst to join their growing IT support team. This is a great opportunity for a customer-focused problem solver to be the first point of contact for employees needing technical assistance, handling everything from password resets to software troubleshooting in a fast-paced, collaborative environment.

Day to day, you will field a steady stream of inbound calls, chats, and tickets, walking end users through fixes with patience and clarity while keeping accurate records in the ticketing system. You will thrive in this role if you enjoy variety, stay calm when systems act up, and take pride in turning a frustrated caller into a satisfied one, all while knowing when to escalate a tricky issue to Tier 2 support.

Responsibilities

• Respond to inbound help desk tickets, calls, and chats from employees nationwide
• Troubleshoot and resolve password resets, account lockouts, and login issues
• Provide first-level support for desktop, laptop, and mobile software issues
• Diagnose common hardware, network connectivity, and printer problems
• Assist with setup and support of VPN, email, and remote access tools
• Document all interactions accurately in the IT service management ticketing system
• Escalate unresolved or complex issues to Tier 2 or specialized IT teams
• Follow standard operating procedures and knowledge base articles for common fixes
• Maintain clear, professional communication with end users of varying technical skill
• Meet service level agreements for response time and ticket resolution

Requirements

• High school diploma or equivalent required, associate degree in IT or related field a plus
• Six months to one year of help desk, call center, or customer service experience
• Familiarity with Windows operating systems and Microsoft Office applications
• Basic understanding of Active Directory, password resets, and account management
• Strong verbal and written communication skills
• Ability to troubleshoot methodically and stay calm under pressure
• Comfortable working independently in a fully remote environment
• Reliable high-speed internet connection and a quiet home workspace
• CompTIA A+ certification or similar is a plus but not required

Benefits

• Medical, dental, and vision insurance
• 401k retirement plan with company match
• Paid time off and paid holidays
• Fully remote position with flexible scheduling options
• Company-provided equipment for home office setup
• Paid training and certification support
• Employee assistance program
• Career growth path into Tier 2 and specialized IT roles
• Life and disability insurance options
• Collaborative, supportive remote team culture