Help Desk Analyst

APPLY ONLY IF YOU ARE READY FOR ONSITE ROLE

Job Overview:
Seeking a customer-focused Tier 1 Help Desk Analyst to provide phone-based technical support. This is a 100% phone-support role focused on password resets, basic application troubleshooting, and end-user assistance. No Tier 2 responsibilities are involved. Strong customer service, communication, reliability, and teamwork skills are essential.

Key Responsibilities:

• Provide first-level technical support for hardware, software, and application issues over the phone.

• Perform password resets and user account support through Active Directory/RACF.

• Troubleshoot Windows and Office 365 issues.

• Create, track, and escalate tickets to Tier 2 or third-party providers when needed.

• Guide users through basic diagnostic and troubleshooting steps.

• Maintain accurate tickets and follow established support procedures.

• Deliver excellent customer service and work effectively within a team.

Required Skills:

• 1+ year of IT Service Desk or Call Center experience.

• Experience with ticketing/call-tracking systems.

• Strong customer service and telephone communication skills.

• Basic Active Directory user and security group administration.

• Knowledge of Windows operating systems and Office 365 troubleshooting.

• Strong organizational skills, attention to detail, and problem-solving abilities.

• Ability to support non-technical users and follow documentation.

Ideal Candidate: Someone with excellent people skills, a positive attitude, reliability, and a customer-service mindset. Basic IT knowledge is required; additional technical skills can be trained.