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. 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 clear resolutions.
• Escalate unresolved tickets to higher‑level support teams.
• Track, route and redirect incidents to the appropriate resources.
• Maintain accurate customer data, generate activity reports and ensure proper ticket documentation.
• Guide users through troubleshooting steps and follow up until resolution.
• Identify and recommend 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 or Desktop Support.
• Strong composure, customer focus and ability to multitask in a fast‑paced environment.
• Excellent written and spoken English.
• Willingness to work a rotating schedule that includes evenings, weekends and holidays.

Required skills

• IT support
• Desktop support
• Service Desk operations
• Ticketing system usage

What we offer

• Compensation of $6.50 USD per hour, paid weekly in arrears.
• Independent contract (freelance) arrangement.
• Fully remote work with flexible scheduling.