[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 Company Overview • 360Cyberx, LLC is a security-first technology partner that helps organizations prevent breaches, keep systems online, and prove compliance. It was founded in 2020, and is headquartered in Dallas, Texas, US, with a workforce of 11-50 employees. Its website is https://www.360Cyberx.com. Apply tot his job Apply To this Job