At DoughsieDough, a rapidly growing leader in the IT services sector, we’re dedicated to delivering exceptional technical support and innovative solutions. We’re looking for a detail-oriented, customer-focused Remote Help Desk Analyst to join our dynamic IT support team. This full-time remote role offers you the flexibility to work from anywhere in the U.S. while advancing your career in IT support with opportunities for professional development and advancement.
As the first point of contact for internal users, you will troubleshoot and resolve a variety of hardware, software, and network issues, ensuring smooth daily operations. Join us to be part of a company that values your expertise, offers competitive pay at $25 per hour, and supports your growth with comprehensive benefits including health insurance, paid time off, and a retirement plan.
Key Responsibilities
- Respond promptly and professionally to support requests via ticketing system, phone, email, and chat, maintaining high customer satisfaction.
- Troubleshoot hardware, software, and network issues across Windows and macOS platforms, resolving 80% of issues at first contact.
- Support commonly used applications such as Microsoft 365, VPNs, remote desktop tools, and collaboration platforms like Teams and Zoom.
- Document all issues, resolutions, and follow-ups accurately in the help desk system to ensure knowledge continuity.
- Escalate complex or unresolved issues to specialized IT teams while maintaining clear communication with users.
- Assist with onboarding and offboarding processes, including account setups and equipment configuration, ensuring seamless transitions.
- Monitor system alerts to proactively maintain uptime and performance for end-user systems.
- Maintain and update knowledge base articles and support documentation to improve team efficiency.
What We’re Looking For
Required:
- 1–3 years of experience in a help desk or technical support role with proven troubleshooting skills.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft 365, Active Directory, VPNs, and remote support tools.
- Excellent communication and customer service skills to effectively assist users remotely.
- Ability to work independently and manage time efficiently in a remote environment.
- Strong problem-solving skills with keen attention to detail.
Preferred:
- Associate’s or Bachelor’s degree in IT, Computer Science, or related field.
- IT certifications such as CompTIA A+, Network+, or Microsoft certifications.
- Experience with ticketing systems and ITIL best practices.
- Demonstrated interest in career development and continuous learning.
What We Offer
- 100% Remote work – enjoy the flexibility to work from anywhere in the U.S.
- Competitive pay at $25 per hour with opportunities for raises based on performance.
- Comprehensive benefits package including health insurance, dental, vision, paid time off, and a 401(k) retirement plan.
- Equipment provided: laptop, headset, and monitor to set you up for success.
- Flexible scheduling with core business hours to support work-life balance.
- Opportunities for professional training, certifications, and career advancement within a growing company.
Frequently Asked Questions
Is this position fully remote?
Yes, this is a 100% remote position, allowing you to work from anywhere within the United States.
What technical skills are essential for this role?
You should have strong troubleshooting skills with Windows and macOS, familiarity with Microsoft 365, Active Directory, VPNs, and remote support tools.
What is the expected work schedule?
We offer flexible scheduling with core business hours, enabling you to balance your work and personal life effectively.
Are there opportunities for career growth?
Absolutely. We provide training, development programs, and advancement opportunities to help you grow your IT career.
What equipment will I need to provide?
We provide all necessary equipment, including a laptop, headset, and monitor, so you can work comfortably from home.
How do I apply?
Submit your resume along with a brief cover letter outlining your technical support experience and interest in this role.
Explore related roles such as Help Desk Support Customer Service in Columbus, Ohio or Lead IT Support Technician in Austin, Texas to broaden your career options.
Ready to join DoughsieDough’s IT support team? Apply today and take the next step in your IT career with a company that supports your growth and values your expertise.
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