Help Desk Analyst - ITGP

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

Position Summary: 

We are seeking a professional and customer-oriented Help Desk Analyst to provide technical support to end users in a fully remote capacity. This is a 6-month contract position focused on delivering high-quality Tier 1 support via phone, email, and remote tools. The ideal candidate is organized, responsive, and capable of documenting and resolving technical issues in a timely manner. 

Key Responsibilities: 

• Respond to incoming help requests from end users via telephone, email, and remote sessions in a courteous and professional manner. 

• Accurately 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 appropriate Tier II/III teams as needed. 

• Record, track, and follow up on issues from initial contact through resolution and closure. 

• Utilize knowledge bases, FAQs, and other online resources to research and resolve issues. 

• Assist in maintaining documentation for end-user support procedures 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. 

• Proficiency in supporting Windows and/or Mac operating systems. 

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

• Experience with a ticketing system (e.g., ServiceNow, Zendesk, Jira, etc.). 

• Ability to work independently in a remote environment. 

• Excellent 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.