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, operates on a rotating schedule, and requires strong troubleshooting abilities in a fast‑paced environment.

Key responsibilities

• Serve as the first‑level point of contact, delivering resolutions or escalating unresolved issues.
• Track, route, and redirect tickets to the appropriate resources.
• Update customer data, generate activity reports, and ensure accurate documentation.
• Guide users through problem‑solving steps and follow up until resolution.
• Recommend procedural improvements and maintain up‑to‑date knowledge of Service Desk tools and services.

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.
• Ability to maintain composure, prioritize tasks, and work flexible hours including weekends and holidays.
• Proficiency in spoken and written English.
• Stable wired fiber Ethernet connection, backup power solution, professional headset, and preferably a dual‑monitor setup.

Required skills

• IT support
• Desktop support

What we offer

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