Help Desk Support / Help Desk Analyst

Ottawa University

Provide technical support and troubleshooting for users remotely, resolving software and hardware issues. Respond to support requests and guide users through solutions effectively.

Posted 7/27/2026full-timeRemote • Alabama • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in providing remote technical support, troubleshooting software, hardware, and network issues, while ensuring effective communication and documentation throughout the support process.

Highest-signal resume keywords

Technical SupportTroubleshootingOperating SystemsHelp-Desk ToolsCommunication Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Operating SystemsWindowsMacOSSoftware ApplicationsNetwork ConnectivityTroubleshootingDocumentationRemote DesktopSoftware InstallationUser Account Setup

Soft Skills

Problem-SolvingCustomer-Service OrientationPatienceTime ManagementIndependent Work

Tools & Technologies

ZendeskFreshdeskServiceNow

Certifications & Qualifications

High School DiplomaAssociate DegreeRelevant Certifications

Industry Keywords

Technical SupportHelp-DeskRemote SupportTroubleshootingUser Access

Tech Stack

Tools & technologies

MacOSServiceNow

About the role

Key responsibilities & impact

Provide technical support and troubleshooting to end-users from a remote location.
Resolve software/hardware/network issues, answer support requests, and ensure users have reliable access to the systems they need.
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Ottawa University Website LinkedIn All Job Openings 51 - 200 employees Founded 1865 📚 Education 🏥 Healthcare ☁️ SaaS Education
Healthcare
SaaS Ottawa University is a private university with residential campuses in Ottawa, Kansas and Surprise, Arizona, plus additional online and professional campuses in regions including Kansas City and Wisconsin. It offers undergraduate and graduate programs across business, arts & sciences, education, nursing, physician assistant studies (MSPAS launching 2026), counseling, healthcare management, and doctoral (DBA) programs. The university emphasizes accelerated 8-week courses, transfer credit options, adult and graduate education, career development, athletics, and community partnerships. It holds accreditation from the Higher Learning Commission and operates student services, libraries, professional institutes, and online learning platforms. Help Desk Support / Help Desk Analyst Job not on LinkedIn 🔥 10 minutes ago 🏈 Alabama – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 📞 Support Engineer MacOS ServiceNow Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Provide technical support and troubleshooting to end-users from a remote location.
Resolve software/hardware/network issues, answer support requests, and ensure users have reliable access to the systems they need.
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. 🎯 Requirements
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.
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