Remote Help Desk Support / Help Desk Analyst Job at Ottawa, Remote

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  • Ottawa
  • Remote

Job Description

Position Overview:
Youll provide technical support and troubleshooting to end-users from a remote location. Your role is to resolve software/hardware/network issues, answer support requests, and ensure users have reliable access to the systems they need.

Key Responsibilities:

  • Respond to help requests via email, chat, phone, or help-desk ticketing system.

  • Troubleshoot problems with operating systems, software applications, hardware, and network connectivity.

  • Guide users through step-by-step solutions (remote desktop, instructions, or resources).

  • Escalate complex or unresolved issues to senior technicians or specialized teams.

  • Log and document each support request, resolution steps, and outcomes.

  • Maintain and update support knowledge bases, FAQs, or documentation.

  • Provide follow-up to ensure the users issue is resolved.

  • Occasionally assist with software installs, updates, or user account setups.

Qualifications:

  • High school diploma (some jobs prefer associate degree or relevant certifications).

  • Basic to intermediate knowledge of operating systems (Windows, macOS), common software, and networks.

  • Familiarity with help-desk or ticketing tools (e.g. Zendesk, Freshdesk, ServiceNow).

  • Strong communication skills clear writing and ability to explain technical issues in simple terms.

  • Problem-solving skills, patience, and customer-service orientation.

  • Ability to work independently and manage time effectively in a remote environment.

Job Tags

Remote job, Full time,

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