Help Desk Analyst

Resolve Tech Solutions

. Serve as the first point of contact for end-user technical support requests through phone, email, chat, and ticketing systems .

Posted 10/28/2026full-timeRemote • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in troubleshooting and resolving technical issues across various platforms, including Windows, macOS, and Microsoft 365, while maintaining effective communication with end users. Capable of managing incidents within ITSM systems and supporting remote workforce environments with a focus on customer service and adherence to IT policies.

Highest-signal resume keywords

Technical Support ExperienceWindows Operating SystemsMicrosoft 365ITSM PlatformsCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingAccount ProvisioningPassword ResetsSoftware InstallationsEndpoint SetupNetworking FundamentalsVPN ConnectivityDNSDHCPDesktop Support Practices

Soft Skills

Customer ServiceCommunicationInterpersonal SkillsTime ManagementProblem-Solving

Tools & Technologies

ServiceNowNinjaOneRemote Support ToolsEndpoint Management PlatformsTicketing Systems

Certifications & Qualifications

CompTIA A+

Industry Keywords

Help DeskTechnical SupportIT PoliciesSLA ComplianceKnowledge Base Documentation

Tech Stack

Tools & technologies

CloudDNSITSMMacOSServiceNow

About the role

Key responsibilities & impact

Serve as the first point of contact for end-user technical support requests through phone, email, chat, and ticketing systems
Troubleshoot and resolve basic to moderate hardware, software, account access, printer, and connectivity issues
Support Windows, macOS, Microsoft 365, Active Directory, VPN connectivity, and standard enterprise applications
Log, prioritize, and manage incidents and service requests within ITSM systems while maintaining SLA compliance
Escalate unresolved or complex technical issues to Tier II or Infrastructure teams with appropriate documentation and troubleshooting details
Assist with user account provisioning, password resets, software installations, and endpoint setup activities
Support remote and hybrid workforce environments utilizing remote support and endpoint management tools
Maintain accurate documentation of incidents, troubleshooting steps, and resolutions within the ticketing platform
Communicate professionally with end users regarding issue status, expected timelines, and resolution updates
Follow established IT policies, procedures, and security standards while supporting end-user technology needs
Assist with onboarding and offboarding support activities, including device preparation and account setup
Contribute to knowledge base documentation and continuous improvement initiatives within the Help Desk function
Other duties as assigned

Requirements

What you’ll need

Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience may be considered
1–3 years of Help Desk, Technical Support, or customer support experience in an enterprise environment preferred
Basic knowledge of Windows operating systems, Microsoft 365, Active Directory, and standard desktop support practices
Familiarity with networking fundamentals including VPN, DNS, DHCP, and wireless connectivity troubleshooting preferred
Experience utilizing ticketing systems or ITSM platforms such as ServiceNow, NinjaOne, or similar tools preferred
Strong customer service, communication, and interpersonal skills
Ability to troubleshoot technical issues methodically and escalate appropriately when needed
Ability to manage multiple priorities in a fast-paced support environment
Exposure to remote support tools, endpoint management platforms, or cloud-based environments preferred
CompTIA A+ or related entry-level IT certification preferred
Alignment with RTS Core Values

Benefits

Comp & perks

Full-time employment