Help Desk Analyst

We are seeking a customer-focused Help Desk Analyst to provide first-level technical support for end users in a high-volume service desk environment. This role is primarily phone-based and requires strong communication skills, reliability, attention to detail, and a commitment to delivering excellent customer service while resolving technical issues and supporting users with varying levels of technical proficiency.

Job Duties:

• Provide first-level technical support and troubleshooting assistance to end users via telephone.
• Respond to and resolve issues related to passwords, user accounts, software applications, and system access.
• Investigate, diagnose, and resolve hardware, software, and system-related issues using established procedures and documentation.
• Create, document, track, and manage support tickets through the organization's ticketing system.
• Escalate unresolved issues to appropriate Tier 2 support teams or third-party service providers when necessary.
• Reset and restore user accounts, passwords, and security access through Active Directory and other identity management tools.
• Guide users through troubleshooting and diagnostic procedures to identify and resolve technical issues.
• Coordinate hardware and software repair activities by dispatching and monitoring service requests with designated providers.
• Maintain accurate records of incidents, service requests, resolutions, and support activities.
• Research and utilize knowledge base articles, reference materials, and diagnostic resources to resolve user issues.
• Collaborate effectively with team members to ensure timely issue resolution and service delivery.
• Follow established quality standards, service level expectations, and customer service best practices.
• Complete assigned tasks and contribute to operational support objectives.
• Participate in periodic scheduled support coverage, including occasional Saturday shifts as required.

Required Skills & Qualifications:

• 1+ year of experience providing IT Service Desk, Help Desk, or Call Center support.
• 1+ year of experience using call tracking, ticketing, or incident management software.
• 1+ year of experience demonstrating strong attention to detail and the ability to effectively utilize documentation and knowledge resources to resolve issues.
• 1+ year of experience supporting users with varying levels of technical knowledge across computer hardware, software, and systems.
• 1+ year of experience demonstrating strong verbal communication skills and a professional telephone presence.
• 1+ year of experience performing basic Active Directory administration, including user account and security group management.
• 1+ year of experience supporting Microsoft-based operating systems, with emphasis on Windows and Microsoft Office 365.
• 1+ year of experience troubleshooting Microsoft Office 365 in a networked environment, including permissions, calendar sharing, and delegation.
• Excellent organizational skills with the ability to manage multiple tasks and priorities effectively.
• Strong customer service orientation with a demonstrated ability to provide professional, responsive support to end users.
• Self-motivated and dependable, with a commitment to delivering high-quality customer service and achieving team objectives.