Help Desk / NOC Support Analyst

GuideIT•,

8d•Remote

About The Position

GuideIT is a US based technology services company focused on providing value to its customers through technology alignment and optimization. We're looking for an entry-level Help Desk / NOC Support Analyst to join our IT Operations team in a remote, role. This position blends traditional end-user help desk support with Network Operations Center (NOC) monitoring duties. You'll be a key point of contact for employees needing technical assistance, while also actively monitoring infrastructure health, responding to alerts, and escalating incidents according to established procedures. This is a great opportunity for someone early in their IT career who wants hands-on exposure to both end-user support and enterprise network/systems monitoring.

Requirements

0–2 years of experience in a help desk, technical support, or IT operations environment (internships and coursework count).
Basic understanding of networking concepts (IP addressing, DNS, DHCP, VPN) and common operating systems (Windows).
Familiarity with, or ability to quickly learn, ITSM ticketing platforms such as ServiceNow, Ivanti, and ConnectWise.
Comfortable working independently in a remote setting with minimal direct supervision, while knowing when to escalate.
Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users.
Detail-oriented with solid documentation habits and the ability to follow structured procedures under time pressure.
Reliable home internet connection and a dedicated, distraction-free workspace suitable for a remote support role.

Nice To Haves

Familiarity with monitoring/alerting tools (e.g., SolarWinds, Datadog, Broadcom).
ITIL Foundation certification or CompTIA A+ / Network+ (or actively pursuing).
Prior exposure to a 24x7 operations, help desk, or call center environment.

Responsibilities

Serve as a point of contact for employees contacting the help desk via phone, email, or ticketing system.
Troubleshoot and resolve Tier 1 hardware, software, network connectivity, and account access issues, escalating to Tier 2/3 as needed.
Log, categorize, and prioritize all incoming requests and incidents accurately in the IT service management (ITSM) ticketing system (ServiceNow, Ivanti, and ConnectWise).
Provide basic support for common business applications, VPN access, password resets, and account provisioning/deprovisioning.
Follow documented runbooks and knowledge base articles to resolve common issues and flag gaps in documentation for improvement.
Communicate clearly and professionally with end users, setting expectations on ticket status and resolution timelines.
Monitor network, server, and application health dashboards for alerts, outages, or performance anomalies throughout the shift.
Perform initial triage on system alerts, determining severity and following escalation procedures for critical issues.
Open, update, and track incident tickets for infrastructure issues from detection through handoff or resolution.
Escalate major incidents to on-call engineers or leadership according to defined escalation paths and severity guidelines.
Assist with shift-change handoff notes, documenting open issues, ongoing monitoring items, and action items for the next shift.
Support scheduled maintenance windows and change activities occurring during your shift, following change management procedures.