Technical Support Specialist / Help Desk Analyst

Role Description This is a part-time remote role for a Technical Support Specialist / Help Desk Analyst. The individual in this role will provide first-line technical support to internal teams, assisting with hardware and software issues, connectivity problems, and access to corporate tools and platforms. Typical daily tasks include responding to support tickets and inquiries, troubleshooting desktop computer and application issues, documenting resolutions, and escalating complex problems when necessary. The role also involves guiding users through solutions, maintaining support records, and contributing to basic knowledge base articles to improve self-service. Collaboration with editorial, operations, and IT stakeholders is expected to ensure minimal disruption and reliable technology performance.

Qualifications

• Candidates should possess strong Technical Support and Help Desk Support skills, including troubleshooting common hardware and software issues.
• Candidates should possess solid Analytical Skills for diagnosing problems, identifying root causes, and proposing effective solutions.
• Candidates should possess experience working with Desktop Computers, operating systems, and standard office and collaboration applications.
• Candidates should possess Customer Support capabilities, including clear communication, patience, and a user-focused approach.
• Familiarity with remote support tools, ticketing systems, and basic network concepts is beneficial.
• Ability to work independently in a remote environment, manage time effectively, and prioritize multiple support requests.
• Strong written and verbal communication skills in English are required; experience in a media or digital content environment is an advantage.
• Relevant certifications or coursework in IT support, computer science, or information systems are a plus but not mandatory.