Help Desk Analyst

World Travel Holdings

. Resolve issues reported through the ticketing system .

Posted 10/2/2026full-timeRemote • United StatesMid-LevelSenior💰 $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and help desk operations, with a strong focus on troubleshooting, documentation, and user communication. Proficient in managing support requests and maintaining high-resolution rates while adhering to established procedures.

Highest-signal resume keywords

Technical Support ExperienceTicketing System ProficiencyMicrosoft Windows 11 KnowledgeNetworking Protocols (TCP/IP, DHCP, DNS)Microsoft 365 Applications Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingComputer UpgradesParts ReplacementMicrosoft Windows Server AdministrationActive DirectoryMicrosoft Entra IDAzure Active DirectoryMicrosoft Exchange ServerExchange OnlineMacOS Support

Soft Skills

Clear CommunicationProfessional AssistancePatienceTeam CollaborationDocumentation Skills

Tools & Technologies

Ticketing SystemHelp Desk ProceduresTeam Communication ToolsMicrosoft 365Microsoft Windows

Certifications & Qualifications

A+ CertificationNetwork+ Certification

Industry Keywords

Technical SupportHelp DeskRemote SupportUser IssuesProcess Improvements

Tech Stack

Tools & technologies

AzureDNSMacOSTCP/IP

About the role

Key responsibilities & impact

Resolve issues reported through the ticketing system
Keep the organization’s technology running smoothly
Gather context, identify patterns, troubleshoot root causes, and use escalation paths effectively
Recognize risk indicators and handle potential security incidents appropriately and promptly
Communicate clearly with users and use established team communication tools
Provide professional, patient, and courteous assistance to frustrated or stressed users
Manage projects and tickets, including multi-step or multi-day tasks
Follow up on tasks, tickets, and user issues through completion
Maintain clear, accurate, and consistent documentation
Meet ticket-resolution targets and maintain a high first-call resolution rate where appropriate
Respond to support requests quickly, ideally within one hour during regular business hours
Collaborate with the Help Desk team and keep team members and management informed
Follow Help Desk procedures and company policies
Identify process improvements, knowledge gaps, and opportunities to enhance skills

Requirements

What you’ll need

High school diploma or equivalent and prior experience in a technical support or help desk role
Experience using a ticketing system to document, prioritize, and resolve end-user support requests in a remote environment
Knowledge of Microsoft Windows 11 desktops and laptops
Experience in computer upgrades, troubleshooting, and parts replacement
Knowledge of TCP/IP, DHCP, DNS, and other networking protocols
Working knowledge of Microsoft Windows Server administration and troubleshooting
Experience with Windows Service Active Directory, Microsoft Entra ID and Azure Active Directory
Strong working knowledge of Microsoft 365 applications, including Word, Excel, and Outlook
Experience supporting Microsoft Exchange Server on-premises and Exchange Online
Excellent written and verbal communication skills, with the ability to create clear and accurate technical documentation
Experience with MacOS preferred
Technical certification (A+, Network+) preferred
Able to work Saturday through Wednesday, 11am to 8pm EST

Benefits

Comp & perks

Comprehensive medical, dental, and vision coverage
Company-paid life and disability insurance
401(k) with discretionary company match
Paid time off and holidays
Travel discounts and employee perks
Employee Assistance Program (EAP)
Professional development and learning opportunities
Remote work