IT Support Analyst

Role overview

This part-time remote position is for an entry-level IT Support Analyst who will provide first-contact technical assistance to internal team members. The role is centered on helping users resolve everyday issues with hardware, software, and network connectivity, with a particular focus on desktop systems and commonly used business applications.

What you will do

• Handle incoming help desk requests through tickets, email, and phone calls.
• Walk users through clear, step-by-step fixes for routine technical problems.
• Carry out basic diagnostics for desktop and workplace application issues.
• Install and set up desktop environments and approved software.
• Record support actions and issue details accurately in the ticketing system.
• Escalate complex or unresolved cases to senior IT staff when needed.
• Follow internal procedures, service expectations, and security practices.
• Collaborate with the wider IT team to maintain a reliable and user-friendly tech environment.

Skills and qualifications

• Basic knowledge of technical support and help desk operations, including user communication and issue tracking.
• Ability to troubleshoot common problems on desktop computers.
• General understanding of core IT topics such as operating systems, networks, and standard office software.
• Strong communication, customer service, and interpersonal skills.
• A patient, practical, and solution-oriented attitude.
• Comfort working independently in a remote, part-time setup.
• Familiarity with ticketing platforms and collaboration tools such as email, chat, and video meetings is helpful.
• Willingness to learn, take feedback, and work within defined processes and security rules.

Additional information

This role is designed to help the selected candidate build practical experience through day-to-day support work and guidance from more experienced team members.