[Remote] IT Support / Help Desk Analyst (Entry–Mid Level) $80K/yr - $100Kyr
Note: The job is a remote job and is open to candidates in USA. 360CyberX, LLC is a security-focused technology partner dedicated to helping organizations prevent breaches and maintain system availability. The IT Support / Help Desk Analyst provides frontline technical support to end users, diagnosing and resolving hardware, software, and access-related issues to ensure a positive technology experience.
Responsibilities
- Provide Tier 1 and Tier 2 technical support for end users via ticketing systems, email, chat, and phone
- Troubleshoot and resolve issues related to:
- Windows and macOS operating systems
- Hardware (laptops, desktops, peripherals)
- Common business applications (Microsoft 365, browsers, VPNs)
- Manage user accounts, access, and permissions across identity and collaboration platforms
- Support password resets, MFA issues, and basic identity-related requests
- Escalate complex issues to the appropriate IT teams while maintaining ownership and communication
- Document incidents, resolutions, and procedures in a centralized knowledge base
- Assist with device provisioning, imaging, onboarding, and offboarding activities
- Support basic network connectivity troubleshooting (Wi-Fi, VPN, DNS-related issues)
- Follow IT service management (ITSM) processes and SLAs
- Participate in system upgrades, maintenance activities, and special IT projects as assigned
Skills
- 0–3 years of experience in one or more of the following areas: IT support or help desk operations, Desktop or end-user computing support, Technical customer support
- Basic understanding of: Windows and/or macOS operating systems, Microsoft 365 or similar productivity suites, Networking fundamentals (TCP/IP, DNS, VPN concepts)
- Experience using ticketing or ITSM tools
- Strong troubleshooting, analytical, and customer service skills
- Ability to communicate technical issues clearly to non-technical users
- Strong documentation and time-management skills
- Associate's or Bachelor's degree in Information Technology, Information Systems, or a related field (or equivalent hands-on experience)
- Familiarity with: Active Directory or cloud identity platforms, Endpoint management tools (Intune, JAMF, SCCM, or similar), Remote support tools
- IT certifications such as: CompTIA A+, CompTIA Network+, Microsoft or Apple fundamentals
- Experience supporting remote or hybrid workforces
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