IT Support Analyst

Overview

We are seeking a detail-oriented and customer-focused Remote IT Support Analyst to provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This role plays a critical part in ensuring operational continuity by delivering timely and effective technical solutions to internal users across the organization.

This is a fully remote position; however, candidates must reside within the United States and be legally authorized to work in the U.S.

• Provide Tier 1 and Tier 2 technical support via phone, email, and remote tools
• Diagnose and troubleshoot hardware, software, networking, and system issues
• Install, configure, and maintain desktops, laptops, printers, and mobile devices
• Support Microsoft 365, Active Directory, VPN, and cloud-based platforms
• Document incidents, resolutions, and processes in the ticketing system
• Escalate complex technical issues to appropriate teams when necessary
• Maintain user accounts, permissions, and access controls
• Assist with system updates, patches, and security compliance initiatives
• Support onboarding and offboarding of employees (equipment setup and access provisioning)
• Contribute to continuous improvement of IT support processes and documentation

• Must reside in the United States
• 2+ years of experience in IT support, help desk, or technical support roles
• Strong knowledge of Windows and macOS operating systems
• Experience with Microsoft 365, Active Directory, and remote support tools
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
• Familiarity with ticketing systems (e.g., Service Now, Jira, Zendesk)
• Excellent problem-solving and communication skills
• Ability to work independently in a fully remote environment

• CompTIA A+, Network+, or similar certifications
• Experience supporting cloud environments (Azure, AWS, or Google Cloud)
• Knowledge of endpoint security and cybersecurity best practices

• Strong customer service mindset
• Ability to prioritize and manage multiple support requests
• Clear and professional written and verbal communication
• High level of accountability and responsiveness

Fully remote role

Standard U.S. business hours (time zone flexibility may be required)

Reliable high-speed internet connection required