Help Desk Analyst - HDA 0811DIR#05

Overview

Remote
Depends on Experience
Accepts corp to corp applications
Contract - Independent
Contract - W2
No Travel Required

Skills

Technical Support
Virtual Private Network
Zendesk
Problem Solving
Remote Support
Research
Issue Tracking
JIRA
Microsoft Office
Microsoft Windows
OS X
Organized
Computer Networking
Conflict Resolution
Customer Service
Documentation
Help Desk
Active Directory
Cloud Computing
Communication
CompTIA
Computer Hardware
ServiceNow
Tier 1

Job Details

Job Title: Help Desk Analyst
Location: Remote
Contract Duration: 6 Months
Employment Type: Contract

Position Summary: We are seeking a professional, customer-focused Help Desk Analyst to provide remote Tier 1 technical support to end users. This 6-month contract role involves delivering prompt, high-quality assistance via phone, email, and remote support tools. The ideal candidate will be organized, responsive, and skilled at documenting and resolving technical issues efficiently.

Key Responsibilities:

  • Respond to help requests via phone, email, and remote sessions in a courteous and professional manner.

  • Document user information, issue details, and troubleshooting steps in the ticketing system.

  • Diagnose and resolve software, hardware, and connectivity issues.

  • Prioritize and escalate incidents to Tier II/III teams when required.

  • Track and follow up on issues from initial contact to resolution and closure.

  • Use knowledge bases, FAQs, and online resources to research and resolve technical problems.

  • Assist in updating end-user support documentation and troubleshooting guides.

Required Skills & Qualifications:

  • 1 3 years of experience in a Help Desk or IT Support role.

  • Strong customer service and communication skills.

  • Experience supporting Windows and/or Mac operating systems.

  • Basic understanding of networking, email clients, Microsoft Office 365, and remote support tools.

  • Familiarity with ticketing systems such as ServiceNow, Zendesk, Jira, or similar.

  • Ability to work independently in a remote environment.

  • Strong problem-solving and documentation skills.

Preferred Qualifications:

  • CompTIA A+ or equivalent certification.

  • Experience supporting remote employees in a distributed work environment.

  • Familiarity with VPNs, Active Directory, and cloud services.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.