IT Service Desk Analyst- FULLY REMOTE

*No C2C candidates*

*No associate vendors*

Contract to hire

FULLY REMOTE

$27.50/HR

*CANDIDATE MUST LIVE IN THE GREATER HOUSTON AREA*

About the Role:

Our client is seeking a skilled and customer-focused IT Service Desk Technician to join the IT support team. In this role, you’ll be the first point of contact for users seeking technical assistance. You’ll resolve issues related to hardware, software, network access, and account administration, ensuring a high standard of service delivery.

Key Responsibilities:

• Provide first-level technical support via phone, email, and remote tools for internal users across various time zones.
• Troubleshoot and resolve issues related to desktops, laptops, mobile devices, operating systems, VPN, printers, Microsoft 365, and other enterprise applications.
• Document all incidents and service requests in the ServiceNow ticketing system, including detailed resolution notes.
• Escalate complex issues to second- or third-tier support teams as needed.
• Create and maintain knowledge base articles and technical documentation.
• Support onboarding and offboarding tasks such as user account creation, device provisioning, and access management.
• Maintain security standards by adhering to company IT policies and procedures.
• Monitor and respond to system alerts and ensure timely resolution or escalation.
• Assist with IT projects, such as software rollouts and system upgrades, on a remote basis.

Requirements:

• 5+ years of experience in an IT support or service desk role.
• Proficiency in troubleshooting Windows/macOS environments, Microsoft 365, remote desktop tools, and VPN technologies.
• Familiarity with Active Directory, Azure AD, and basic network troubleshooting (DNS, DHCP, etc.).
• Experience using remote support tools such as TeamViewer, AnyDesk, or similar.
• Strong verbal and written communication skills.
• Self-motivated, reliable, and able to work independently in a remote setting.
• Excellent customer service and problem-solving skills.