Helpdesk Analyst – Level 1 (Fully Remote, EST)
Pay: $19/hour (bi-weekly)
Schedule: Full-time, must reside and work in the Eastern Time Zone (EST)
Location: Remote (U.S. based)
About the Role:
We’re seeking a Level 1 Helpdesk Analyst to serve as the first line of support for end users experiencing technical issues. This role is ideal for someone who enjoys troubleshooting, communicating clearly, and delivering excellent customer service in a remote environment.
Key Responsibilities
- Serve as the first point of contact for all IT-related inquiries, ensuring a positive and professional customer experience.
- Perform Tier 1 troubleshooting on commonly used software, hardware, operating systems, network/connectivity issues, and peripheral equipment.
- Respond to user requests through phone, email, collaboration tools, or a ticketing system.
- Document all support interactions with clear, detailed, and accurate notes.
- Follow ITIL-aligned processes for incident management and service delivery.
- Escalate complex technical issues to Tier 2 teams while monitoring the resolution progress.
- Collaborate with team members on process improvements to enhance support efficiency.
- Stay updated on technology trends through training or self-directed learning.
Required Skills & Competencies
- Strong written and verbal communication skills, especially when explaining technical concepts to non-technical users.
- Excellent customer service and interpersonal skills.
- Solid problem-solving and analytical thinking abilities.
- High attention to detail, particularly when documenting tickets.
- Familiarity with:
- Microsoft Office Suite (Word, Excel, Outlook)
- Collaboration tools (Teams, Webex)
- Knowledge of Windows and macOS operating systems.
- Basic understanding of networking fundamentals (IP addressing, subnetting, DNS, DHCP).
Experience & Education
- 3+ years of experience in helpdesk, technical support, or a similar role.
- Bachelor’s degree preferred.
- Certifications such as ITIL, A+, Network+, Security+, or related credentials are a plus.
Additional Questions for Discussion
- How many average daily tickets you are handling ?
- What is the percentage between helpdesk support tickets and app support tickets
- Which ticketing system candidate is aware about
- For app support which business application you are providing support for ? Other than MS office, Windows etc.
- Mode of support communication with users, is that via ticketing system, via phone call, or via chat or all means