Desktop Support Analyst (Work from Home)

Key Responsibilities

• Provide first-level and second-level technical support to employees via phone, email, chat, and remote support tools.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Install, configure, and maintain desktops, laptops, printers, and peripheral devices.
• Aid employees with password resets, account access requests, and system permissions.
• Support Microsoft Windows, Microsoft 365, Outlook, Teams, and other business applications.
• Document incidents, service requests, and resolutions within the ticket management system.
• Escalate complex technical issues to senior IT personnel when necessary.
• Perform routine system updates, software installations, and maintenance activities.
• Maintain accurate records of equipment inventory and IT assets.
• Create and update technical documentation, user guides, and support procedures.
• Collaborate with IT team members to improve support processes and system performance.
• Ensure compliance with company security policies and technology standards.

Required Qualifications

• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent experience will be considered.
• Minimum of 1–2 years of experience in desktop support, help desk, technical support, or a related IT role preferred.
• Strong knowledge of Windows operating systems and Microsoft Office applications.
• Experience troubleshooting hardware, software, and network connectivity issues.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to work independently while managing multiple support requests.
• High level of attention to detail and organizational skills.

Benefits

• Competitive compensation.
• Flexible work schedules.
• Fully remote work environment.
• Paid training and onboarding.
• Health, dental, and vision insurance for eligible employees.
• Paid time off and company holidays.
• Professional development and certification assistance.
• Career advancement opportunities.
• Employee recognition programs.
• Collaborative and supportive team culture.

About the Role

This position is ideal for individuals who enjoy troubleshooting technology, solving problems, and delivering exceptional customer support in a remote work environment.