IT Helpdesk Analyst

Employment type: Full-time

Pay: $36,000 - $39,000/year

Additional compensation: 10% shift differential for weekends and evening hours after 5:00 PM

Schedule: Availability for any days Monday-Sunday, with second and third shifts preferred

Work model: Remote

Service desk support

You’ll provide first-line technical support to customers by phone, email, and chat, helping resolve hardware, software, network, and other technical issues. The role includes structured training and is designed for candidates beginning a career in technical support.

What you’ll do

• Serve as the first point of contact for customers seeking technical assistance.
• Provide support by phone, email, and chat.
• Identify, diagnose, and resolve hardware, software, network, and other technical issues.
• Use knowledge bases, documented procedures, and previously reported issues to troubleshoot problems.
• Escalate issues to higher levels of support when needed.
• Use screen-sharing and remote-control tools to investigate reported issues.
• Create detailed and accurate support tickets documenting customer requests and troubleshooting steps.
• Communicate clearly with customers and other support team members throughout the resolution process.
• Maintain regular and reliable attendance.

Skills and qualifications

• High school diploma or equivalent.
• Strong verbal, written, and typing skills.
• Strong customer service and multitasking skills.
• Ability to work collaboratively in a team environment.
• Ability to make independent decisions within the responsibilities of the role.
• Ability to remain professional in a fast-paced and sometimes stressful environment.
• Strong analytical and troubleshooting skills.
• Ability to manage multiple priorities and follow issues through to resolution.
• Ability to perform remote troubleshooting using remote-control tools.

Training and work requirements

• Initial training is Monday-Friday, 9:00 AM - 5:30 PM CST during the first week.
• Availability for schedules that may include any combination of days Monday-Sunday.
• Second and third shift availability preferred.
• Prolonged periods of sitting and working at a computer.
• Installation of Intune Mobile Device Management software on a personal device is required.

Benefits

• Health insurance.
• 401(k) with company match.
• Training and career development opportunities.