Remote IT Support Analyst MN

Can your knack for problem-solving turn a tech headache into a moment of relief? Ours can—and we’re ready for you to help us shape the next chapter of remote support. Technology isn’t just a tool for us; it’s how we make real, human impact every single day. If you see every technical challenge as a chance to deliver clarity, confidence, and calm, you’ll thrive here.

Your Mission & Impact

Imagine being the go-to person when a remote employee’s workflow comes to a halt. That’s you—restoring order and making workdays flow smoothly for people you may never meet in person, but whose success depends on your expertise. Your troubleshooting skills will drive more than fixes; you’ll empower teams, foster trust, and help shape a remote-first culture where technology never gets in the way of great work.

You’ll play a central role in designing onboarding processes that help new hires feel instantly at home—whether they’re connecting from Minneapolis, St. Paul, or halfway across the globe. Every resolved ticket, every bit of guidance, and every process you refine sets the tone for our employees’ daily experience.

What You’ll Tackle

• Be the first voice customers hear—and the one they remember. You’ll guide users through technical puzzles with empathy and precision, making every interaction count.
• Translate complex IT concepts into plain English, turning anxiety into understanding—whether over Zoom, Slack, or a quick call.
• Own remote troubleshooting for hardware, software, connectivity, and application issues—no matter where the team member logs in.
• Shape onboarding workflows that reduce friction for new team members. Your input ensures their first weeks are smooth and welcoming.
• Document resolutions and update our knowledge base, so every solution becomes a springboard for the next challenge.
• Monitor critical systems and anticipate issues before they become roadblocks—proactive care is part of your toolkit.
• Collaborate with IT engineers and operations partners to implement process improvements that everyone feels, not just notices.
• Track, prioritize, and resolve requests in our ticketing platform—always with a keen eye on both speed and quality.

Your Approach & Tools

We’re remote, but never disconnected. You’ll rely on remote IT support platforms, endpoint management tools, and a suite of collaboration apps, such as Zoom, Teams, and Slack, to make work seamless. Documentation is your ally, not an afterthought; you’ll keep processes clear and resources accessible for everyone.

You’ll use diagnostic scripts, automation tools, and cloud-based management consoles to solve problems at scale. Our environment values knowledge sharing—so you’ll contribute solutions that ripple across the organization. It’s not just about answering the next ticket—it’s about making the system stronger for everyone who follows.

What Success Looks Like Here

• New hires ramp up in days, not weeks, because your onboarding guidance removes friction from day one.
• Team members across time zones trust you to have their back—whether it’s a printer snafu in MN or a password reset on the other side of the country.
• Documentation is always up to date and actually gets used (because you made it practical, clear, and easy to find).
• You spot trends and recurring issues before they become widespread—and you’re the first to suggest a sustainable fix.

Who Thrives in This Role

• You simplify complex ideas—over chat, on video calls, and in your documentation.
• Curiosity and a desire to keep learning drive your day. If you don’t know the answer, you find it (and make sure others can, too).
• Calm is your default mode—even when the clock is ticking and the stakes are high.
• You’re a connector: you notice when someone’s struggling (even virtually) and reach out to lend a hand.
• Autonomy motivates you. You appreciate clear goals and the freedom to deliver your best work from anywhere in Minnesota.
• You value both speed and accuracy—and know how to balance them when it matters.

Experience & Skills

• 2+ years supporting end users in a remote or hybrid IT environment.
• Solid grasp of Windows, Mac OS, Office 365, VPN, and cloud-based apps (bonus: you’ve wrangled Google Workspace or MDM platforms).
• Familiar with ticketing and remote management systems—maybe it’s Zendesk, Freshservice, or ServiceNow.
• Comfortable with remote troubleshooting—hardware, software, and connectivity issues never throw you off track.
• You document as you go and understand why knowledge bases matter.
• Bonus points if you’ve supported distributed teams or worked in a high-trust, remote-first culture.

How We Work

You’ll partner with support, engineering, and operations to build unified solutions that don’t just patch problems—they prevent them. Our workflow values both heads-down focus and open collaboration. We move quickly, but you’ll always have space to explore deeply and share what you've learned.

Our stack includes cloud management platforms, remote monitoring tools, and agile communication channels. You’ll set your schedule, contribute ideas in real time, and build connections across Minnesota and beyond.

Compensation & Benefits

This remote role pays $54,426 per year—reflecting the trust we place in your expertise and the impact you’ll have every day. We’re committed to supporting your professional growth, recognizing your contributions, and building a culture where everyone’s voice matters.

Ready to Make an Impact?

If you’re energized by the chance to transform the remote IT experience—and help people do their best work from anywhere—we’d love to get to know you. Let’s build something purposeful together—apply today.