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 timely resolutions.
• Escalate unresolved tickets to higher‑level support teams.
• Track, route, and document incidents in the ticketing system.
• Guide users through troubleshooting steps and follow up until resolution.
• Maintain accurate records, produce activity reports, and suggest process improvements.

Required profile

• High school diploma or GED equivalent; related IT or Desktop Support experience is a plus.
• Minimum 2 years experience in End‑User Services or Service Desk environments.
• Ability to stay composed, prioritize tasks, and work effectively in a fast‑paced, team‑oriented setting.
• Flexible availability to cover rotating shifts, weekends, and holidays.
• Fluent written and spoken English.

Required skills

• IT support
• Desktop support
• End‑User Services experience
• Stable wired fiber Ethernet internet connection
• Backup power solution (UPS or inverter)
• Professional headset with microphone
• Dual‑monitor workstation (preferred)

What we offer

• Hourly rate of $6.50 USD
• Weekly payment in arrears
• Independent contract (flexible remote work)
• Opportunities to develop Service Desk expertise