Remote IT Service Desk Analyst

About the role

We are looking for a customer‑focused Remote IT Service Desk Analyst to provide first‑line technical support to end users across multiple service areas. This fully remote position requires flexibility to work rotating schedules, including weekends and holidays, while delivering high‑quality service.

Key responsibilities

• Serve as the first point of contact for user issues and deliver resolutions.
• Escalate unresolved tickets to higher‑level support teams.
• Track, route, and redirect problems to appropriate resources.
• Update customer data and generate activity reports.
• Guide users through troubleshooting steps and follow up until resolution.
• Document all interactions accurately and recommend process improvements.

Required profile

• High school diploma or GED equivalent in Science, IT, or related field.
• Minimum 2 years experience in End‑User Services or Desktop Support.
• Strong composure and customer focus while troubleshooting.
• Ability to prioritize, multitask, and work effectively in a team.
• Flexible availability for rotating schedules, weekends, and holidays.
• Fluent written and spoken English.

Required skills

• IT support and desktop troubleshooting.
• Stable wired fiber Ethernet internet connection.
• Backup power solution (UPS or inverter).
• Professional headset with microphone.
• Dual‑monitor setup (preferred).

What we offer

• Compensation: $6.50 USD per hour, paid weekly in arrears.
• Independent contract (freelance) arrangement.
• Fully remote work environment.