Service Delivery Help Desk Analyst

Harbor is seeking a customer-focused and detail-oriented Help Desk Support Analyst to serve as the first point of contact for IT support requests. This role is responsible for providing timely, high-quality technical assistance to end users, resolving desktop and application issues, and ensuring service levels are consistently met. The ideal candidate is service-driven, organized, and comfortable working in a fast-paced, ticket-based environment supporting a global user base. 

This is a full-time, remote position than can be worked from anywhere in the Philippines (Manila preferred).  The hours will be United States normal business hours (8:30am - 5:30pm EST).

Key Responsibilities: 

• Serve as the first point of contact for IT support requests submitted through the ticketing system, phone, and email 
• Deliver a positive customer experience by providing clear communication and timely resolution of issues 
• Triage, prioritize, and manage support tickets to meet or exceed established service level agreements (SLAs) 
• Perform remote and on-site troubleshooting, diagnosis, and resolution of end-user technical issues 
• Install, configure, test, maintain, and troubleshoot end-user hardware and virtual workstations 
• Install, configure, and support standard business software and applications 
• Troubleshoot hardware, software, and workstation-related issues, escalating when appropriate 
• Create and maintain technical documentation, instructions, and validation materials as needed 
• Build and maintain strong working relationships with internal teams and business partners 
• Support additional IT tasks and initiatives as business needs evolve 

Qualifications: 

• Experience providing Help Desk or IT support in a professional environment 
• Familiarity with ticketing systems and IT service management workflows 
• Working knowledge of Windows operating systems and common business applications 
• Basic understanding of workstation hardware, peripherals, and software troubleshooting 
• Strong customer service mindset with excellent verbal and written English communication skills 
• Ability to manage multiple tasks, prioritize effectively, and work independently 
• Willingness to learn new technologies and adapt to changing business needs 

Preferred Qualifications: 

• Prior experience supporting users in a global or US-based organization 
• Experience working remotely with distributed teams 
• Exposure to documenting technical processes or knowledge base articles 

Why Harbor: 

• Collaborative, global team environment 
• Opportunities to grow technical and professional skills 
• Meaningful work supporting teams across the organization