IT Support Analyst

Austin, TX - USA

Monthly Salary: Not Disclosed

Posted on: 16 hours ago

Vacancies: 1 Vacancy

Job Summary

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.

Key Responsibilities

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

Required Qualifications

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. ServiceNow Jira Zendesk)

Excellent problem-solving and communication skills

Ability to work independently in a fully remote environment

Preferred Qualifications

CompTIA A Network or similar certifications

Experience supporting cloud environments (Azure AWS or Google Cloud)

Knowledge of endpoint security and cybersecurity best practices

Key Competencies

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

Work Environment

Fully remote role

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

Reliable high-speed internet connection required