Remote Service Desk Analyst

Empower Technology from Anywhere—Join as a Remote Service Desk Analyst

Take charge of your future in a role where your tech-savvy skills drive real-time solutions and meaningful user experiences. We're seeking a Remote Service Desk Analyst who thrives in fast-paced digital environments, possesses strong troubleshooting capabilities, and is excited to be part of an agile, innovation-forward tech support team. With a competitive annual salary of $52,132, this role offers the flexibility of remote work combined with the impact of helping global teams stay connected and productive.

Key Responsibilities and Daily Challenges

IT Incident Resolution

First-Level Troubleshooting

• Handle first-level technical issues from internal users via chat, email, or ticketing system.
• Troubleshoot issues related to VPNs, Windows OS, remote desktop environments, and cloud platforms.
• Resolve hardware and software conflicts, often acting as the first line of defense.

User Access and Account Management

Identity and access control

• Manage user onboarding/offboarding through Active Directory and Microsoft 365.
• Perform password resets, permission alterations, and multi-factor authentication support.

System Monitoring and Escalations

Issue Tracking and Escalation Protocols

• Proactively monitor system dashboards and real-time alerts.
• Escalate recurring or unresolved issues to Tier 2/3 engineers while maintaining comprehensive incident logs.

Documentation and Knowledge Base

Internal Resource Development

• Maintain up-to-date technical documentation and contribute to the internal knowledge base.
• Assist in building self-help resources to enable user independence.

Ticketing and SLA Compliance

Service Workflow Management

• Utilize ITSM platforms, such as ServiceNow or Jira Service Management, to log and track service requests.
• Ensure response and resolution times meet or exceed the established Service Level Agreements (SLAs).

Your Work Environment: Fast, Flexible, and Forward-Thinking

As a Remote Service Desk Analyst, your digital workspace is engineered for adaptability. You’ll engage with geographically dispersed teams through real-time communication tools like Slack, Zoom, and MS Teams. Collaboration happens in a cloud-first setting where innovation never pauses.

Daily standups and weekly syncs promote transparency and cross-functional problem-solving. We encourage a results-oriented approach—what matters is your impact, not your location.

Tools and Technologies You'll Master

We equip our team with powerful, cutting-edge tools. You’ll work across a dynamic tech stack designed to support scalability, speed, and security.

Operating Systems and Platforms

• Windows 10/11, macOS, Citrix, and Linux (basic understanding)

Cloud Services and Environments

• Microsoft Azure, Office 365 Admin Center, AWS (preferred but not required)

Service and Monitoring Tools

• Jira, ServiceNow, Freshservice
• AnyDesk, TeamViewer, SolarWinds, LogMeIn

Scripting and Automation Tools

• PowerShell, Bash, or Python for automating repetitive tasks (optional but a plus)

Qualifications That Set You Apart

Required Experience and Skills

• 1–3 years of experience in a help desk or technical support environment
• Proficiency in remote troubleshooting within cloud-based systems and hybrid IT infrastructures
• Strong familiarity with ticketing systems, ITIL practices, and user documentation standards
• Fundamental knowledge of networking concepts (DNS, DHCP, TCP/IP)
• Excellent communication skills with a user-first mindset and a talent for simplifying technical concepts for non-technical users

Preferred Certifications

• CompTIA A+
• Microsoft 365 Fundamentals
• ITIL Foundation

Company Impact: Real-Time Support with Real Results

Last year alone, our service desk team resolved over 98% of inbound requests within the Service Level Agreement (SLA), ensuring that operational delays were minimized across 12 departments and 4 continents. This role contributes directly to that success—your actions prevent outages, enable productivity, and uphold our reputation for excellence.

Joining our remote team means aligning yourself with a company that values tech-driven agility and builds resilience through people. We prioritize ongoing development and forward-thinking strategies to enable you to make a difference in every support interaction.

What You’ll Gain: Benefits and Perks

Flexibility and Remote Benefits

• Flexible schedule to work across multiple time zones
• Remote work stipend for home office setup

Health and Wellness

• Complete medical, dental, and vision packages (U.S.-based employees)
• Access to mindfulness apps, virtual fitness sessions, and mental health support

Career Development

• Annual learning budgets, certifications, and conference access
• Monthly awards and peer-driven recognition systems

Growth Opportunities and Career Pathways

Start as a Service Desk Analyst—and grow into so much more. Whether you aim to become a Systems Administrator, Cloud Engineer, or IT Operations Manager, we provide clear growth frameworks and mentorship opportunities to guide your professional journey.

You’ll work side-by-side with experienced tech professionals who actively share knowledge, encourage cross-training, and provide stretch assignments to prepare you for the next step.

Our Culture: People-First, Process-Smart, and Purpose-Driven

Culture matters. Here, you’re more than a remote support agent—you’re an innovator who helps shape the digital heartbeat of the company. We nurture a collaborative spirit, prioritize equity, and celebrate your wins no matter where you're logging in from.

You’ll participate in global hackathons, knowledge-sharing town halls, and virtual team-building experiences that ensure your voice is heard and your presence felt. Respect, creativity, and accountability are not just values—they’re woven into our daily operations.

Ready to Power Progress from Anywhere?

If you love solving problems, thrive in dynamic digital environments, and want to help others succeed through technology, this is your role. Apply today to be the engine that keeps innovation running around the clock.

Your next chapter begins here. Take control of your tech career and join a team where your remote reach builds global impact. Apply now and energize your future!