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