Job Description

We are seeking a Help Desk Analyst – IT Support to provide technical assistance and first-level support to our users. This part-time role is ideal for individuals with basic computer knowledge who are eager to learn and grow in the IT field. You will be the first point of contact for support requests, troubleshooting issues, and ensuring excellent customer service.

## Key Duties & Responsibilities

· Provide first-level IT support via chat, email, or remote tools.

· Assist users with troubleshooting computer, software, and connectivity issues.

· Document and track support requests in the ticketing system.

· Escalate more complex issues to senior IT staff when necessary.

· Maintain professionalism and deliver clear, effective communication in English.

· Perform basic system checks and updates as instructed.

· Provide status updates and follow-ups with users to ensure issues are resolved.

· Support internal IT projects or tasks as assigned.

## Minimum Requirements

· Basic knowledge of computers (Windows, Office, internet troubleshooting).

· Good English communication skills (written and verbal).

· Own a laptop in good working condition.

· Reliable and stable internet connection.

· Headset with microphone for clear communication.

· Ability to work during U.S. time (10 AM – 3 PM shift).

· Strong willingness to learn and adapt to new tools.

## Preferred (Not Required)

· Prior experience in customer support, IT help desk, or technical support.

· Knowledge of ticketing systems (e.g., Zendesk, Freshdesk, or similar).

· Familiarity with remote desktop tools (TeamViewer, AnyDesk, RDP, etc.).

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