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 position 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 timely resolutions.
• Escalate unresolved tickets to higher‑level support teams.
• Track, route, and redirect incidents to appropriate resources.
• Maintain accurate customer data and generate activity reports.
• Guide users through troubleshooting steps and follow up until resolution.
• Document all interactions, ensuring proper closure of tickets.
• Suggest improvements to service desk procedures and documentation.

Required profile

• High school diploma or GED equivalent; background in Science, IT, or related field.
• Minimum 2 years experience in End‑User Services or Desktop Support.
• Ability to stay composed, prioritize tasks, and work effectively in a fast‑paced environment.
• Flexible schedule availability, including weekends and holidays.
• Fluent written and spoken English.

Required skills

• IT support
• Desktop support

What we offer

• Hourly rate of $6.50 USD, paid weekly in arrears.
• Independent contract (freelance) with the freedom to work from any location.
• Access to a structured hiring process with multiple interview stages.