Remote IT Support Analyst

Shape the Future of Tech—From Anywhere

Are you passionate about problem-solving in a digital world? As a Remote IT Support Analyst, you will be the first point of contact for resolving technical challenges, ensuring business continuity, and delivering seamless IT experiences to global teams. Join an innovative and fast-growing technology-driven company where your work directly contributes to efficiency, agility, and user satisfaction.

With a competitive annual salary of $73,000, this role invites driven professionals to thrive in a remote-first culture focused on innovation, inclusion, and technical excellence.

About the Role

This isn’t just an IT support job—it’s a critical role in a highly adaptive, cloud-powered infrastructure. You’ll troubleshoot a range of hardware and software issues, manage access rights, optimize virtual collaboration tools, and enhance the end-user experience across distributed teams. The ideal candidate is inquisitive, resourceful, and passionate about finding innovative solutions to recurring issues.

Key Responsibilities

• Serve as the primary remote point of contact for resolving Level 1 and Level 2 support tickets through multiple channels.
• Manage system access, device provisioning, and onboarding for new employees.
• Support cloud-based productivity suites (Microsoft 365, Google Workspace)
• Troubleshoot remote connectivity issues, including VPN, virtual desktops, and cloud-hosted applications
• Maintain and enhance endpoint security through real-time monitoring and policy enforcement
• Escalate advanced or unresolved incidents to senior engineers while maintaining ownership through resolution
• Document technical solutions, FAQs, and knowledge base articles for common problems
• Identify recurring issues, suggest long-term fixes, and participate in root cause analysis reviews

Tools and Technologies

Your digital toolbox will be filled with innovative platforms and industry-standard tools that enhance troubleshooting and response times. You’ll work with:

• Ticketing Systems: Jira Service Management, Zendesk, or Freshservice
• Endpoint Management: Intune, JAMF, or ManageEngine
• Collaboration Suites: Microsoft Teams, Slack, Zoom
• Cloud Platforms: Azure AD, AWS IAM
• Remote Desktop & Support Tools: TeamViewer, BeyondTrust, AnyDesk
• Security Tools: CrowdStrike, SentinelOne, or ESET Endpoint Protection

Familiarity with scripting (e.g., PowerShell or Bash) is a strong plus and supports automation of routine tasks.

Work Environment & Culture

We believe technology should empower, not complicate. As a Remote IT Support Analyst, you’ll be part of a team that values empathy, knowledge-sharing, and iterative improvement. While you work independently, you’ll always be connected through a rich ecosystem of digital tools and regular syncs that foster collaboration.

Team members are encouraged to:

• Propose and pilot tech process improvements
• Contribute to cross-departmental tech planning
• Explore certifications to grow their expertise

Expect a dynamic workday where every ticket resolved improves the digital lives of your colleagues.

What We Look For

We’re seeking individuals who combine technical aptitude with emotional intelligence. Curiosity, responsiveness, and attention to detail are key.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
• 2+ years of remote or hybrid IT support experience
• A firm grasp of ITIL concepts and service desk operations
• Proficiency in diagnosing hardware, software, and network problems
• Experience with cloud authentication tools such as Azure Active Directory
• Clear, confident communicator—both written and verbal
• Analytical thinking with the ability to prioritize issues effectively

Bonus Points For:

• Certifications like CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation
• Hands-on experience with automation tools and remote monitoring
• Exposure to cybersecurity best practices

Performance Metrics That Matter

In this role, your performance will be evaluated by key data points such as:

• First Contact Resolution Rate
• Ticket Closure Time
• Customer Satisfaction Scores (CSAT)
• Contribution to Knowledge Base Development
• Uptime and Compliance Monitoring Participation

These metrics guide team goals and support a performance-driven, people-first environment.

Perks and Benefits

We believe in rewarding those who keep the digital world turning. Our benefits are designed to support your wellbeing, development, and work-life balance:

• 💻 🌍 Flexible Work Setup: Choose your ideal remote workspace
• 📈 Career Development: Access to online courses and certification sponsorship
• 🕒 Flexible Hours: Autonomy over your daily schedule
• 🧠 Mental Health Support: Virtual therapy and wellness tools
• 🌴 Paid Time Off: Generous vacation and personal days
• 🏥 🏥 Medical Benefits: Extensive coverage for you and eligible family members, dependents

Career Growth Opportunities

Our IT team is a launchpad for other strategic roles across engineering, DevOps, and infrastructure planning. Many of our current managers and system architects began their journey as support analysts.

As you grow in this position, you may pursue paths like:

• Senior IT Support Engineer
• Systems Administrator
• Cloud Operations Specialist
• Cybersecurity Analyst

We invest in your growth, not just with tools, but with mentorship and meaningful projects that stretch your capabilities.

Join Us from Anywhere

The future of IT support is remote, agile, and proactive. If you're passionate about problem-solving, energized by new tech, and ready to support a distributed global team with empathy and technical excellence, this is your chance to make a lasting impact.

Ready to Power Up Your Career?

Don’t just support IT—redefine it. Apply today and become a trusted digital enabler for teams worldwide. Please take the next step in your remote tech career and bring your troubleshooting talent to where it matters most.

Your future in tech starts now.