[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

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