Service Desk Analyst (Remote)

Job Overview

We are currently seeking a motivated and customer-focused Service Desk Analyst to join our IT team. This is a full-time, remote position, offering an excellent opportunity to support the technological backbone of our dynamic organisation. The successful candidate will be the first point of contact for IT support, ensuring our team has the technical assistance they need to excel.

Salary: $40 - $45 per hour

Key Responsibilities

Provide first-level technical support to employees through phone, email, chat, and remote support tools.

Respond to incoming service requests and incidents promptly while maintaining a professional and friendly approach.

Diagnose and resolve hardware, software, printer, network connectivity, VPN, Microsoft 365, password, email, and account access issues.

Create, update, and manage support tickets while documenting all troubleshooting steps and resolutions accurately.

Escalate complex technical issues to the appropriate second or third-level support teams when necessary.

Install, configure, and maintain desktop computers, laptops, monitors, mobile devices, printers, and other IT equipment.

Provision new employee accounts, user permissions, and system access while ensuring security and compliance standards are followed.

Support Microsoft Windows, Microsoft 365 applications, Active Directory, Microsoft Entra ID, Microsoft Exchange, VPN services, and other enterprise applications.

Perform password resets, user account management, and access modifications.

Assist employees with software installations, updates, and basic application training.

Maintain IT asset inventory by tracking equipment assignments, replacements, and returns.

Support remote employees by troubleshooting connectivity and equipment issues.

Monitor system alerts and report recurring technical problems to improve overall IT services.

Contribute to knowledge base articles and user documentation to improve support efficiency.

Follow IT service management processes, company policies, and security best practices.

Participate in system upgrades, software deployments, and technology improvement projects.

Work closely with other IT team members to ensure service level agreements (SLAs) are consistently met.

Provide exceptional customer service while maintaining confidentiality and professionalism.

Required Qualifications

High school diploma or equivalent required. Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.

Previous experience in a Service Desk, Help Desk, Technical Support, or IT Support role is preferred.

Strong knowledge of Windows operating systems and Microsoft Office 365.

Experience supporting Active Directory, Microsoft Entra ID (Azure Active Directory), Microsoft Exchange, VPN, and remote desktop tools.

Understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity.

Experience using IT Service Management platforms such as ServiceNow, Jira Service Management, or similar ticketing systems.

Ability to troubleshoot desktop hardware, laptops, printers, mobile devices, and peripheral equipment.

Excellent verbal and written communication skills.

Strong problem-solving skills with the ability to work independently and as part of a team.

Ability to prioritize workload and manage multiple support requests efficiently.

Commitment to providing outstanding customer service.

Preferred Qualifications

CompTIA A+, Network+, Microsoft, or ITIL certifications are considered an advantage.

Experience supporting hybrid and remote work environments.

Knowledge of endpoint management tools and device deployment.

Experience with enterprise security practices and multi-factor authentication.

Work Environment

This position may be remote, hybrid, or office-based depending on business needs. Employees are expected to maintain a reliable high-speed internet connection when working remotely and have a dedicated workspace suitable for handling confidential information.

Standard working hours are Monday through Friday with occasional evening or weekend support during scheduled maintenance or business-critical incidents.

Benefits

Competitive salary.

Performance-based annual bonus.

Comprehensive medical, dental, and vision insurance.

401(k) retirement plan with company matching.

Paid vacation, personal days, and company holidays.

Paid sick leave.

Life and disability insurance.

Employee Assistance Program (EAP).

Professional development and certification reimbursement.

Paid technical training and continuing education opportunities.

Career advancement within the IT organization.

Employee referral bonus program.

Remote work flexibility where applicable.

Company-provided laptop and necessary equipment.

Wellness programs and employee discounts.

Tuition assistance for eligible employees.

Recognition and employee appreciation programs.

Locations Sacramento