Help Desk Analyst
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Job Description
Remote Help Desk Analyst resolving end-user technology issues for a major cruise and leisure travel company. Supporting Windows, Microsoft 365, networking, Active Directory, and Exchange environments.
Responsibilities:
- Resolve issues reported through the ticketing system
- Keep the organization’s technology running smoothly
- Gather context, identify patterns, troubleshoot root causes, and use escalation paths effectively
- Recognize risk indicators and handle potential security incidents appropriately and promptly
- Communicate clearly with users and use established team communication tools
- Provide professional, patient, and courteous assistance to frustrated or stressed users
- Manage projects and tickets, including multi-step or multi-day tasks
- Follow up on tasks, tickets, and user issues through completion
- Maintain clear, accurate, and consistent documentation
- Meet ticket-resolution targets and maintain a high first-call resolution rate where appropriate
- Respond to support requests quickly, ideally within one hour during regular business hours
- Collaborate with the Help Desk team and keep team members and management informed
- Follow Help Desk procedures and company policies
- Identify process improvements, knowledge gaps, and opportunities to enhance skills
Requirements:
- High school diploma or equivalent and prior experience in a technical support or help desk role
- Experience using a ticketing system to document, prioritize, and resolve end-user support requests in a remote environment
- Knowledge of Microsoft Windows 11 desktops and laptops
- Experience in computer upgrades, troubleshooting, and parts replacement
- Knowledge of TCP/IP, DHCP, DNS, and other networking protocols
- Working knowledge of Microsoft Windows Server administration and troubleshooting
- Experience with Windows Service Active Directory, Microsoft Entra ID and Azure Active Directory
- Strong working knowledge of Microsoft 365 applications, including Word, Excel, and Outlook
- Experience supporting Microsoft Exchange Server on-premises and Exchange Online
- Excellent written and verbal communication skills, with the ability to create clear and accurate technical documentation
- Experience with MacOS preferred
- Technical certification (A+, Network+) preferred
- Able to work Saturday through Wednesday, 11am to 8pm EST
Benefits:
- Comprehensive medical, dental, and vision coverage
- Company-paid life and disability insurance
- 401(k) with discretionary company match
- Paid time off and holidays
- Travel discounts and employee perks
- Employee Assistance Program (EAP)
- Professional development and learning opportunities
- Remote work
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