Help Desk Analyst / IT Support Officer / Technical Support Specialist

Role overview

This is a full-time remote position for a Help Desk Analyst / IT Support Officer / Technical Support Specialist within the QA Professional Community network. The selected person will be the first point of contact for technical queries and will support users with issues involving desktop systems, applications, connectivity, and basic network concerns.

What you will do

• Handle initial support requests coming in through tickets, email, and chat.
• Investigate and resolve problems related to hardware, software, and everyday end-user IT issues.
• Walk users through fixes in a clear, step-by-step manner.
• Record incidents, actions taken, and final resolutions accurately.
• Pass complex or unresolved issues to the appropriate higher-level support team.
• Keep the ticket queue well organized and ensure cases are followed through to closure.
• Update and contribute to a shared knowledge base with useful solutions and common fixes.
• Spot repeating problems and suggest ways to improve support processes and the user experience.

Skills and qualifications

The role calls for solid help desk and technical support capability, including logging incidents, diagnosing issues, and closing cases efficiently. You should be comfortable working with desktop computers, Windows and macOS, and common office productivity applications. Strong customer support skills are important, especially the ability to listen carefully, communicate professionally, and stay service-focused. You will also need good analytical thinking to identify root causes, prioritize work, and solve problems in a structured way. Familiarity with ticketing platforms, remote support tools, and basic networking concepts such as TCP/IP, VPN, and Wi‑Fi is valuable. Because this is a remote position, you must be able to work independently, manage your workload, and meet response and resolution service levels. Clear written and spoken English is essential so you can explain technical topics in simple language. Certifications like CompTIA A+, ITIL Foundation, or vendor-specific Microsoft certifications are considered an advantage. Experience in a help desk, service desk, or technical support role within an IT or software setting is preferred.

Additional information

Employment type: full-time. Work arrangement: remote. Location: Australia.