Remote IT Service Desk Analyst / Helpdesk Analyst (Tier 2)
Location: Fully remote
Type: 5-month contract, likely contract extension
Openings: 5
Available Shifts:
• 1st shift: 7:00 am - 3:30 pm (3 openings)
• 2nd shift: 3:00 pm – 11:30 pm (2 openings)
Pay:
• $24-28/hr. for day shift (1st shift)
• $28-31/hr. for afternoon shift (2nd shift)
JOB SUMMARY:
As a fully remote Level 2 IT Service Desk Analyst / Helpdesk Analyst, you will deliver essential remote technical support for users in Windows-based virtual desktop environments, focusing on Azure Virtual Desktop (AVD), ServiceNow ticketing, and Microsoft 365. You will monitor support queues, troubleshoot access and session issues, and assist with onboarding while ensuring smooth operations in a multi-vendor healthcare-aligned setting. This critical role supports the team's daily efficiency and user productivity. The position offers excellent opportunities to grow your helpdesk and IT Support skills in cloud desktop technologies, take on new challenges, learn advanced troubleshooting, and integrate into a collaborative, remote-first team.
RESPONSIBILITIES:
• Provide remote helpdesk technical support for users in virtual desktop and Windows-based environments.
• Monitor and manage service desk support queues in ServiceNow (SNOW) while responding promptly to incidents and service requests.
• Support printer, scanner, fax, and scan workflows, including mapping, connectivity, drivers, and destination validation.
• Assist users with file shares, folder access, drive mapping, file lock issues, recovery requests, and permission troubleshooting.
• Provide Microsoft 365 support for Outlook, Office apps, OneDrive, licensing, activation, and sign-in or token-related problems.
• Troubleshoot and resolve Azure Virtual Desktop (AVD) issues including access, authentication, session stability, and profile persistence.
• Troubleshoot access and provisioning requests involving Active Directory, IAM processes, shared folders, printers, and business applications.
• Support local endpoint and thin client issues, including peripheral setup, kiosk/autologin settings, and device configuration.
• Maintain accurate ticket documentation, issue categorization, and troubleshooting notes using standard runbooks.
• Follow organizational security standards, HIPAA requirements, and identity verification procedures.
QUALIFICATIONS:
• 2+ years of IT Service Desk, Help Desk, Technical Support, or Desktop Support experience.
• IT support certifications desired (i.e. CompTIA A+, Google IT Support Certificate, MS-900, MD-102, or similar)
• Experience with Microsoft 365, ServiceNow (or similar ticketing system), Azure Virtual Desktop (AVD), and/or Active Directory is desired.
COMPANY SUMMARY: Xcelocloud is a global multi-vendor support service that provides seamless advanced engineering and support for market-leading technology vendors—all within a single, robust platform. As technology evolves, organizations face increasing pressure to boost efficiency, enhance customer experience, and meet growing business demands. At Xcelocloud, we rise to this challenge by delivering streamlined solutions that simplify the complexities of multi-vendor environments, helping enterprise companies achieve more with less. Our services are exclusively offered through value-added resellers and distributors, who white-label or leverage Xcelocloud’s expertise to power their offerings.
We’re a fully remote, globally distributed team setting new benchmarks for tech-enabled support services in today’s digital world. By empowering a modern workforce with flexibility and autonomy, we’re shaping the future of work while ensuring top-tier support for our customers. At Xcelocloud, we believe that building a strong culture in a remote environment comes from hiring highly skilled, empathetic individuals who collaborate, innovate, and uplift each other daily. If you’re ready to be part of a forward-thinking team driving excellence in IT support, we’d love to have you on board!
If this Fully Remote IT Service Desk Analyst / Helpdesk Analyst job is interesting to you, apply today! We're moving quickly to identify our next team member and hope to schedule interviews within the week!
EEO Statement: We are an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.
Applicants must be legally authorized to work in the United States.
We are a drug-free workplace and an equal opportunity employer that welcomes all qualified candidates to apply for open positions. Xcelocloud is committed to providing a safe and secure environment for its staff. All offers of employment are subject to and contingent upon the successful completion of a background check.
Keywords: remote, technical, tech, IT, Helpdesk, help desk, desktop support, service desk, IT Support, Technical Support, CompTIAA+, M365, Microsoft 365, MS-900, MD-104Azure Virtual Desktop Support Specialist, AVD Support, ServiceNow SNoW, Azure Virtual Desktop troubleshooting, Microsoft 365 support, Active Directory, Windows desktop support, IT Service Desk, Help Desk, remote technical support, printer scanner troubleshooting, file share permissions, Outlook OneDrive support, IAM provisioning, HIPAA IT support, NinjaOne, N-able, Amazon Connect, virtual desktop infrastructure, cloud desktop support, remote IT support specialist, CompTIA A+, technical, IT, service, remotehelpdesk, information technology, CompTIA A+.
Pay: $25.00 - $32.00 per hour
Application Question(s):
• Are you comfortable working 1st shift, 2nd shift, or either shift?
Experience:
• IT support: 2 years (Required)
Work Location: Remote