Remote IT Service Desk Analyst

About the role

We are looking for a customer‑focused Remote IT Service Desk Analyst to provide first‑line 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 timely resolutions.
• Escalate unresolved tickets to higher‑level support teams.
• Track, route and redirect incidents to the appropriate resources.
• Maintain accurate customer data and generate activity reports.
• Guide users through troubleshooting steps and follow up until resolution.
• Document all interactions and ensure proper ticket closure.
• Suggest improvements to service desk procedures and documentation.

Required profile

• High school diploma or GED equivalent, preferably in Science or Information Technology.
• Minimum two years of experience in End User Services or Desktop Support.
• Ability to work a rotating schedule that includes weekdays, weekends and holidays.
• Strong composure and customer focus while troubleshooting technical problems.
• Proficiency in spoken and written English.

Required skills

What we offer

• Hourly rate of $6.50 USD, paid weekly in arrears.
• Independent contract arrangement.
• Fully remote work environment with flexible scheduling.
• Opportunity to develop expertise in service desk procedures and tools.