Help Desk Analyst

Role Location: US remote. Hybrid in Tucson, Arizona is a plus but not required. Role and Responsibilities: Provide Level 2 and Level 3 support to remote end users across a distributed environment. Troubleshoot software, application, and connectivity issues in depth, rather than triaging and escalating. Diagnose obscure faults across complicated distributed systems and establish root cause before escalating. Manage user access and permissions across multiple internal systems. Log every contact in the incident management platform and drive aging tickets through to closure. Support users through asynchronous channels in a way that keeps their downtime to a minimum. Partner with engineering teams to resolve application level issues. Support technologies including CRM platforms, VOIP and IVR systems, multi-factor authentication, collaboration and messaging tools, video conferencing, and remote desktop. Contribute to documentation and process work under a Knowledge Centred Support model. Translate technical detail into plain language for non-technical users, in writing and on the phone. Work a shift pattern as part of a team providing 24/7 coverage across a seven day rota.