> Markdown version of [/jobs/ext/3567566-help-desk-analyst](https://www.wearedevelopers.com/jobs/ext/3567566-help-desk-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Analyst - **Company:** World Travel Holdings, Inc. - **Location:** United States (Remote available) - **Salary:** $49,920.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Active Directory, Apple Mac Systems, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Microsoft Exchange Server, Issue Tracking Systems, Windows Servers, Network Protocols, Azure Active Directory, TCP/IP, Office365, Os Ticket, Laptops - **Published:** October 3, 2026 - **Apply:** https://www.builtincolorado.com/auth/login?destination=/job/help-desk-analyst/11490088 ## About the Role * Problem Solving & Critical Thinking: Approaches issues with persistence, gathers context, identifies patterns, and does not stop at the first obstacle. * Technical Knowledge & Curiosity: Seeks to understand the root cause of issues rather than applying surface-level fixes. * Resource Management: Uses internal documentation, external references, team acknowledge, and escalation paths to drive effective troubleshooting. * Security Mindfulness: Recognizes risk indicators and handles potential security incidents appropriately and promptly. Customer Service Skills * Communication & Collaboration: Communicates clearly with users and consistently uses established team communication tools throughout the day. * Composure & Patience: Maintains professionalism and calm when assisting frustrated or stressed users. * Adaptability: Adjusts quickly to changing priorities, new information, and evolving situations. * Customer Service Mindset: Ensures users have a positive support experience, demonstrating professionalism, courtesy, and a willingness to go above and beyond when appropriate. Professional Skills * Organization: Manages projects and tickets effectively, ensuring multi-step or multi-day tasks are followed up on and set up for success. * Attention to Detail: Identifies key details in tickets or user reports that guide accurate troubleshooting and proper procedural steps. * Follow-Through & Ownership: Takes responsibility for seeing tasks, tickets, and user issues through to completion, even when they require multiple steps or coordination. * Documentation Discipline: Maintains clear, accurate, and consistent documentation across all work, supporting continuity, troubleshooting, and team visibility., * High school diploma or equivalent and prior experience in a technical support or help desk role. * Experience using a ticketing system to document, prioritize, and resolve end-user support requests in a remote environment. * Knowledge of Microsoft Windows 11 desktops and laptops * Experience in computer upgrades, troubleshooting, and parts replacement * Knowledge of TCP/IP, DHCP, DNS, and other networking protocols * Working knowledge of Microsoft Windows Server administration and troubleshooting. * Experience with Windows Service Active Directory, Microsoft Entra ID and Azure Active Directory. * Strong working knowledge of Microsoft 365 applications, including Word, Excel, and Outlook. * Experience supporting Microsoft Exchange Server on-premises and Exchange Online. * Excellent written and verbal communication skills, with the ability to create clear and accurate technical documentation. * Experience with MacOS preferred * Technical certification (A+, Network+) preferred * Able to work: Saturday through Wednesday, 11am to 8pm EST ## Description World Travel Holdings is seeking a detail-oriented, remote Help Desk Analyst to join our End User Support Team. This is a critical role focused on resolving issues reported through our Ticketing System and to keep our organization's technology running smoothly. The ideal candidate's goals and expectations can be categorized into four main areas: technical skills, customer service skills, personal development, and process adherence. The schedule for this role is: Saturday through Wednesday, 11am to 8pm EST., * Ticket Resolution: Meeting targets for resolving tickets within a designated timeframe and maintaining a high first-call resolution rate (resolving the issue on the first contact), where appropriate. * Ticket Outreach: Maintaining the Help Desk strategy of ensuring all tickets are responded to quickly; ideally within a one-hour timeframe of receiving the support request during regular business hours. * Customer Satisfaction: Striving for high customer satisfaction ratings through positive and helpful interactions. * Collaboration Proficiency: Demonstrate consistent collaboration practices with the Help Desk team to ensure team members and management are aware of workflows, obstacles, and help needed. * Adherence to Policies: Following established procedures, Help Desk policies, and company policies related to user support. * Continuous Improvement: Looking for ways to improve processes, identify knowledge gaps, and enhance overall skillset. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)