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 in a fast‑paced, performance‑driven environment, requiring flexibility to cover extended hours, weekends, and holidays.

Key responsibilities

• Serve as the first point of contact for user issues and deliver clear resolutions.
• Escalate unresolved tickets to higher‑level support teams.
• Track, route, and redirect problems 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, ensure proper closure, and recommend process improvements.
• Continuously expand knowledge of Service Desk procedures, products, and services.

Required profile

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

Required skills

What we offer

• Hourly rate of $6.50 USD, paid weekly in arrears.
• Independent contract (freelance) arrangement.
• Fully remote work setup with flexible scheduling.