Help Desk Analyst II - Remote Tier 1 Support

About the role

The Help Desk Analyst II is an experienced Tier 1 support professional delivering responsive, high-quality remote technical support while helping build a consistent Tier 1 operating model. The role sits in the Digital Workplace / Information Technology department, reports to the Help Desk Manager or a designated Digital Workplace leader, and is full-time and remote. It combines customer support, advanced Tier 1 troubleshooting, documentation, process development, peer mentoring and high-availability coverage.

Key responsibilities

• Serve as the main point of contact for support requests via phone, chat, email, the self-service portal and approved remote channels.
• Log, categorize, troubleshoot, resolve and document incidents and service requests in the IT service management platform, with priority response for business-critical users.
• Provide advanced Tier 1 support for endpoint, productivity, collaboration, identity, access, connectivity, peripherals and approved software issues.
• Take part in scheduled coverage, shift handoffs, after-hours support or on-call rotations when assigned.
• Escalate out-of-scope issues with diagnostics, business impact, actions taken and next steps.
• Help design and mature the Tier 1 model, including intake questions, scripts, templates, checklists and escalation criteria.
• Create, review and maintain knowledge base articles, runbooks, SOPs and training content, and partner with Tier 2, infrastructure, security and application teams on knowledge transfer.
• Mentor Tier 1 Analyst I team members and contribute to service metrics and quality reviews.

Required profile

• High school diploma or equivalent; an associate or bachelor's degree in information technology or a related field is preferred.
• Typically two to four years of help desk, service desk or end-user support experience.
• Demonstrated remote, ticket-driven support and technical documentation experience.
• Preferred: ITIL, CompTIA, Microsoft, ServiceNow or similar certification.

Required skills

• Working knowledge of incident, request, escalation, SLA and knowledge management practices, and strong ticket hygiene.
• Practical support knowledge of Windows endpoints, Microsoft 365, identity and access, VPN, mobile devices, printers and peripherals.
• Ability to write clear technical documentation and train users remotely using approved remote-control tools.
• Dependable attendance, timely shift transitions and willingness to cover extended hours or on-call duty.