What are the responsibilities and job description for the Information Technology Help Desk Analyst position at technology&?
Help Desk Analyst – IT (Remote)
Location: Remote (Candidates must be present and authorized to work in the USA)
Employment Type: Flexible Support
Hourly Rate: Competitive
Start Date: ASAP
Positions Available: Multiple
Position Summary
Technology& is hiring Help Desk Analysts to support its IT help desks for a large multinational client. The role involves providing first-line support to users by responding to inquiries, troubleshooting issues, and ensuring excellent customer service across various communication channels, including phone, email, and chat.
This position is part of a flexible remote support pool where candidates will receive paid training.
Candidate Profile
- Excellent communication skills with strong customer service orientation.
- Ability to remain calm, patient, and professional when handling customer inquiries.
- Strong listening skills with an empathetic and positive communication style.
- Detail‑oriented with strong organizational and time‑management skills.
- Proficiency in Microsoft Office tools including Word, Excel, and PowerPoint.
Key Responsibilities
- Respond professionally to customer inquiries via phone, email, or chat.
- Provide Tier 1 help desk support for IT systems or operational services.
- Assist students, staff, parents, or other stakeholders with inquiries and service requests.
- Log and track incidents, service requests, and inquiries using CRM and ITSM.
- Research solutions using knowledge bases, workflows, and predefined scripts.
- Diagnose issues and provide initial troubleshooting or guidance to resolve problems.
- Escalate complex or priority issues to Team Leads or appropriate Tier 2/3/4 support.
- Maintain accurate records of interactions, resolutions, and actions taken.
- Follow quality standards, service level expectations, and operational procedures.
Equal Opportunity Employer
Technology& is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, national origin, or any other legally protected status. We are committed to creating a diverse and inclusive workplace.