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Remote Help Desk Analyst Jobs in Wareham, MA (NOW HIRING)

Johnson & Johnson

Senior Analyst Pricing

Raynham, MA · On-site +1

Raynham, Massachusetts, United States of America, Remote (US) About Orthopaedics Fueled by ... Our Orthopaedics teams help keep more than 6 million people moving each year while delivering ...

Jj

Senior Analyst Pricing

Raynham, MA · On-site +1

Raynham, Massachusetts, United States of America, Remote (US) About Orthopaedics Fueled by ... Our Orthopaedics teams help keep more than 6 million people moving each year while delivering ...

Lantern

Strategy Analyst

Brockton, MA · Remote

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you ... This is a remote-first role with occasional (~1x month) travel. Responsibilities and Duties:

Lantern

Strategy Analyst

North Dartmouth, MA · Remote

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you ... This is a remote-first role with occasional (~1x month) travel. Responsibilities and Duties:

micro1 AI

Senior Counsel - Remote

New Bedford, MA · Remote

$140 - $400/hr

In this role, you'll apply your expertise to help train next-generation AI systems. Your work will ... Scope of Work * Conduct comprehensive legal analysis on a variety of US law topics, providing ...

micro1 AI

Senior Counsel - Remote

Brockton, MA · Remote

$140 - $400/hr

In this role, you'll apply your expertise to help train next-generation AI systems. Your work will ... Scope of Work * Conduct comprehensive legal analysis on a variety of US law topics, providing ...

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All JobsHelp Desk Analyst JobsRemote Help Desk Analyst JobsRemote Help Desk Analyst Jobs in Wareham, MA

Remote Help Desk Analyst information

See Wareham, MA salary details

$15

$25

$37

How much do remote help desk analyst jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for remote help desk analyst in Wareham, MA is $25.35, according to ZipRecruiter salary data. Most workers in this role earn between $20.77 and $28.32 per hour, depending on experience, location, and employer.

What are some common challenges faced by remote help desk analysts, and how can they overcome them?

Remote Help Desk Analysts often encounter challenges such as troubleshooting complex technical issues without physical access to the user's device, managing high ticket volumes, and maintaining effective communication with users from diverse technical backgrounds. To overcome these obstacles, analysts rely on strong problem-solving skills, remote diagnostic tools, and clear, empathetic communication. Building a knowledge base and collaborating closely with team members through chat or video calls can also help resolve issues more efficiently and improve user satisfaction.

What are the key skills and qualifications needed to thrive as a remote help desk analyst, and why are they important?

To thrive as a Remote Help Desk Analyst, you need solid troubleshooting abilities, knowledge of operating systems and networks, and typically an associate’s degree in IT or a related field. Familiarity with ticketing systems like ServiceNow or Zendesk, remote desktop tools, and certifications such as CompTIA A+ are highly valued. Strong communication, patience, and problem-solving skills help analysts effectively assist users and de-escalate technical frustrations. These competencies ensure quick resolution of technical issues and a positive user experience, which are crucial for organizational productivity and customer satisfaction.

What is a remote help desk analyst?

A Remote Help Desk Analyst is an IT professional who provides technical support and troubleshooting services to users, typically over the phone, email, or through remote access software. They assist with issues related to computer hardware, software, networks, and other technology systems. Working remotely, they diagnose problems, guide users through solutions, and may escalate complex issues to higher-level support. Their goal is to ensure users can effectively use their technology and minimize downtime. This role is essential for organizations with distributed teams or remote employees.

What is the difference between Remote Help Desk Analyst vs Remote IT Support Specialist?

AspectRemote Help Desk AnalystRemote IT Support Specialist
CertificationsCompTIA A+, Network+CompTIA A+, Network+
Work EnvironmentHelp desk, support centers, remoteTechnical support, troubleshooting, remote
Industry UsageIT services, tech companies, MSPsIT services, tech companies, MSPs
Common Search IntentCustomer support, troubleshootingTechnical support, system maintenance

The Remote Help Desk Analyst and Remote IT Support Specialist roles share similar certifications and work environments, often working remotely within IT service industries. While both provide technical support, the Help Desk Analyst typically handles initial customer inquiries and basic troubleshooting, whereas the IT Support Specialist may perform more advanced system maintenance and technical tasks. Understanding these distinctions helps job seekers target the right roles based on their skills and career goals.

What job categories do people searching Remote Help Desk Analyst jobs in Wareham, MA look for? The top searched job categories for Remote Help Desk Analyst jobs in Wareham, MA are:
What cities near Wareham, MA are hiring for Remote Help Desk Analyst jobs? Cities near Wareham, MA with the most Remote Help Desk Analyst job openings:
Remote Help Desk Analyst jobs near you

Help Desk Support Technician, Tier II (Hybrid - Scotts Valley, CA)

BCS365

Rockland, MA • On-site, Remote

$29.18 - $35.92/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

This job post has expired 1 day ago. Applications are no longer accepted.

Job description

Help Desk Support Technician, Tier II (Hybrid - Scotts Valley, CA)
Department: Help Desk
Employment Type: Full Time
Location: Remote
Compensation: $29.18 - $35.92 / hour
Description
Internal Title: Technical Support Analyst, Tier II
The primary responsibilities for this position are handling second level support in Managed Services team. Respond, troubleshoot, generate and update service cases for BCS365 clients. The technology includes but is not limited to enterprise Desktops Systems, Collaboration Tools, Cloud Applications, Cloud Security, AD Services and Network Components.
Key Considerations:
  • Must be authorized to work in the U.S.
  • This is a full-time, direct hire position.
  • Schedule: Monday - Friday, 10:00 AM - 7:00 PM (PT)
  • This position requires on-site support in Scotts Valley. Only candidates living within reasonable driving distance (no more than one hour) will be considered.
  • Reliable transportation required.
  • Compensation Disclaimer: The pay range listed for this position is based on market data and reflects the company's good faith estimate of what it reasonably expects to pay. Actual compensation may vary depending on geographic location, relevant experience, and other job-related factors. This range also accounts for potential growth and progression within the role. Final compensation will be determined after a successful interview process and may be discussed in more detail during later stages.

Essential Duties and Responsibilities
Responsibilities
  • Provide Information Technology Support (ITS) relating to desktop technical issues involving Microsoft's core business applications, operating systems for PC (Windows 7+), MAC (OS X) and peripherals.
  • Function as the first point of contact to the customer for all types of service requests.
  • Required to be on Phone Support when not actively working a case.
  • Process service requests as they arrive through direct customer call or other communication vehicle. This includes but not limited to:
    • Create new cases in ticketing system: Obtain and evaluate all relevant information for service issues and requests, according to procedures.
    • Self-Assign incoming cases by identifying and investigating users' questions and problems and providing immediate solutions when applicable.
    • Escalate client support cases that cannot be remedied quickly to appropriate resource following the escalation process and procedures.
  • Responsible for entering time and all work with proper updates in ticketing system as it occurs.
  • Apply technical knowledge to quickly resolve end user related opportunities such as password resets for the various applications supported.
  • Addressing email related issues (i.e., creation of distribution lists, shared mailboxes, etc.)
  • Addressing phone related issues (Apple and Android) via Intune or other MDM.
  • Administering security group permissions on files shares, SharePoint and other applications per policy.
  • Troubleshoot network connectivity, printer issues, and collaboration applications.
  • Responsible for technical break/fix support for all ITS Systems currently deployed in production.
  • Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
  • Responsible for administration, maintenance and second level support of back-end global ITS systems.
  • Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for end users to reference in the ITS Knowledge Base.
  • Identification of opportunities for continuous improvement of systems in production.
  • Communication with customers as required: keeping them informed properly in ticketing system of incident or request progress and notifying them of impending changes base on client's SLA.
  • Maintain acceptable KPI's levels to meet expectations.
  • Collaborate with Dispatchers and Help Desk Manager to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
  • Data entry may be required for new and active clients on Ticketing system.
  • Identify proactive ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption or failure of an ITS service).
  • Onsite work at client locations will be required as needed.
  • Other duties as assigned.

Customer Focus
  • Demonstrate exceptional customer service skills to exceed customers' expectations and to minimize escalations by taking ownership of customer reported issues.
  • Illustrated diplomacy, tactfulness and empathy when dealing with customers.
  • Exemplified ability to defuse escalations and high-tension situations.
  • Well-developed ability to appease customers experiencing service outages and difficulties.
  • Ability to listen actively and ask clarifying questions to seek understanding.
  • Experience going above and beyond the duty to delight customers.
  • Must have a genuine drive for customer satisfaction and retention.

Decision-Making and Self-Management
  • Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases.
  • Skills in troubleshooting, solving problems and root cause analysis.
  • Excellent organizational and time management skills.
  • Capability to manage own workload while meeting team goals and business needs of the company.
  • Proven aptitude to work well in a team or independently with minimum supervision.
  • Desire and capability to work and make timely decisions in a rapidly changing and uncertain environment.

Troubleshooting
  • Ability to troubleshoot complex problems, analyze root causes and educate customers to perform troubleshooting.
  • Broad knowledge to assist customers with troubleshooting customer equipment (CPE, computers), inside wiring (IW) and using their products and services.

Competencies, Skills, and Qualifications
Required Certifications, Licenses and Experience
  • Education: Bachelor's degree in computer science or related field
  • IT Experience: 4 years minimum
  • Previous MSP experience, or experience supporting external customer base
  • Must have O365 Admin, Azure (AAD) and On-Prem AD experience
  • Familiar with Group policy and Conditional access policy (CA)
  • Experience with ServiceNow and Automate RMM
  • Advanced understanding of operating systems (Windows 10 or higher and MAC OS X), printing systems, network topology and infrastructure terminology
  • Required Certifications: One or more of the following: CompTIA or A+, Network+, Microsoft MCP, MS 900, AZ 900
  • Preferred Certifications: MS 102, AZ 104 or CCNA
  • Continually advancing your knowledge base through certification courses

Physical Requirements:
  • Physical requirements include standing or sitting for extended periods of time, bending, kneeling, twisting, and lifting up to 75 lbs.
  • Must be able to use a computer, handle IT equipment, and communicate with customers.

Perks & Benefits
  • Insurance Coverage: Health, Dental, Vision, Life/AD&D, Short-Term Disability, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness
  • Paid Time Off (Vacation, Holidays, Birthday)
  • 401k Retirement Plan with Company Match
  • Flexible Spending Account, Health Savings Account
  • Peer-to-Peer Recognition
  • Learning and Development
  • Pet Insurance
  • Fun On and Off-Site Events
  • Referral Bonus Program
  • Employee Assistance Program

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