Remote IT Service Desk Analyst

About the role

We are looking for a customer‑focused Remote IT Service Desk Analyst to provide first‑level support to end users across multiple service areas. The role is fully remote and operates on a performance‑driven schedule, requiring flexibility to cover extended hours, weekends and holidays.

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 customers through troubleshooting steps and follow up until resolution.
• Document all interactions accurately and close tickets properly.
• Suggest improvements to service desk procedures.

Required profile

• High school diploma or GED equivalent in Science, IT or related field, or comparable professional experience.
• Minimum 2 years experience in End User Services, IT support or Desktop Support.
• Ability to stay composed, prioritize tasks and multitask in a fast‑paced environment.
• Strong teamwork skills and willingness to work flexible schedules, including holidays and weekends.
• Fluent written and spoken English.

Required skills

What we offer

• Compensation of $6.50 USD per hour, paid weekly in arrears.
• Independent contract (freelance) with full remote work.
• Opportunity to grow knowledge of service desk procedures, products and services.