IT Helpdesk Analyst - Remote

Overview

Behind every smooth IT experience is a thousand little things done right — password resets, printers that actually print, Wi-Fi that doesn’t mysteriously vanish. You know the drill — and you keep it tight.

We’re looking for someone who thrives in the flow of solving problems, but isn’t afraid to rethink how support is delivered. Someone who can jump into a fast-moving environment and bring clarity, speed, and maybe even a little joy to troubleshooting (yes, it’s possible).

If you’re the kind of person who secretly enjoys untangling tech mysteries, loves helping people succeed through technology, and doesn’t mind rolling up your sleeves when “have you tried turning it off and on again?” doesn’t work — we should talk.

In Short

• Own the frontline of IT support — diagnose, troubleshoot, and resolve issues that keep teams productive.
• Coordinate with engineering to implement automation workflows that reduce repetitive tasks.
• Partner with internal stakeholders to improve workflows, reduce friction, and enhance the user experience.
• Be the calm, reliable presence people turn to when technology feels messy (or when the Wi-Fi has “mysteriously” disappeared).
• Give you a front-row seat into how IT support operates in a fast-growing, customer-first tech company.
• Surround you with a collaborative team that cares about solving problems and making the process better each time.
• Involve you in meaningful work that keeps businesses running smoothly—from automations that save hours to troubleshooting that saves the day.
• Growth Opportunity: plenty of room to expand your skills, take ownership, and grow into more advanced technical or leadership roles.
• Culture: a team that values collaboration, continuous improvement, and maybe the occasional nerdy tech joke.

Requirements

• Experience in an IT support or help desk role (2+ years preferred).
• Strong attention to detail—you spot issues others might miss.
• Comfort working with technical systems, troubleshooting under pressure, and handling sensitive access securely.
• Solid organisation and communication skills—whether it’s a clear ticket note, a quick Slack update, or walking a non-technical user through a fix.
• Ability to juggle multiple requests without losing sight of what matters most: helping people.
• Familiarity with IT tools and platforms (e.g., Jira, ServiceNow, FreshDesk, JAMF) is a strong plus.

Benefits

• Shifts & Flexibility: This role involves shift rotations to provide 24/7/365 support.
• Location: This role is based out of our Cork office, with a hybrid model of 3 days per week on-site and flexibility for remote work the rest of the week.