Help Desk Analyst – Remote (US)

About the role

World Travel Holdings is looking for a detail‑oriented Help Desk Analyst to join its End‑User Support team remotely in the United States. The analyst will resolve technical tickets, provide first‑line support, and ensure smooth operation of Windows and Microsoft 365 environments.

Key responsibilities

• Resolve incidents submitted through the company ticketing system, covering desktop, laptop, software, hardware and network issues.
• Document troubleshooting steps and resolutions, maintain high first‑contact resolution rates, and manage multiple tickets simultaneously.
• Assist users with Microsoft Windows 11, Microsoft 365 applications, and related technology platforms.
• Identify security concerns and follow escalation procedures while collaborating with the Help Desk team to improve processes.

Required profile

• High School Diploma or equivalent with prior experience in a technical support or help‑desk role.
• Familiarity with ticketing systems, Windows Server administration, and networking protocols (TCP/IP, DHCP, DNS).
• Ability to work Saturday through Wednesday, 11:00 AM‑8:00 PM EST.

Required skills

• Ticketing system usage
• Microsoft Windows 11 desktop and laptop support
• Microsoft 365 (Word, Excel, Outlook) proficiency
• Active Directory / Entra ID / Azure AD administration
• TCP/IP, DHCP, DNS knowledge
• Windows Server administration
• Exchange Server and Exchange Online support
• macOS support (preferred)
• A+ or Network+ certification (preferred)