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 CST hours, weekends and holidays.

Key responsibilities

• Serve as the initial point of contact, diagnose and resolve user issues.
• Escalate unresolved tickets to higher‑level support teams.
• Track, route and redirect problems to 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 suggest process improvements.

Required profile

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

Required skills

• Stable wired fibre Ethernet internet connection (Wi‑Fi only not accepted).
• Backup power solution such as a UPS or inverter.
• Professional headset with microphone.
• Dual‑monitor setup preferred for productivity.

What we offer

• Compensation of $6.50 USD per hour, paid weekly in arrears.
• Independent contractor arrangement with full remote work.
• Flexible scheduling across CST operating hours.