Help Desk Analyst

Provide first-level technical support to end users via phone for hardware, software, and system-related issues.

Perform password resets and restore user access for mainframe, LAN, and user accounts using Active Directory and RACF.

Troubleshoot Microsoft Windows operating systems and Office 365 issues, including permissions, calendar sharing, and delegation.

Investigate and resolve basic software and hardware problems using established procedures and documentation.

Create, document, and manage incidents using call tracking and ticketing systems.

Escalate unresolved issues to Tier 2 support teams or third-party service providers as needed.

Guide users through diagnostic steps and troubleshooting procedures over the phone.

Coordinate equipment repair by dispatching and tracking service providers.

Maintain and update knowledge base materials, reference documentation, and diagnostic resources.

Communicate effectively with both technical and non-technical users to identify issues and provide solutions.

Follow established quality standards while delivering excellent customer service.

Collaborate within a team environment to complete assigned operational tasks.

Maintain accurate documentation and ensure timely resolution of support requests.

Support a high-volume call environment requiring consistent phone availability throughout the workday.

1+ year of IT Service Desk and/or Call Center experience supporting end users in a high-volume environment.

1+ year of experience using call tracking and ticketing software to document and manage incidents.

1+ year demonstrating strong attention to detail and resourcefulness when utilizing documentation and knowledge base materials.

1+ year supporting users with limited technical knowledge across computers, software, hardware, and systems.

1+ year demonstrating above-average communication skills and professional telephone support etiquette.

1+ year of experience performing basic User and Security Group administration within Active Directory.

1+ year of experience supporting Microsoft-based operating systems, with emphasis on Windows 7 and Office 365.

1+ year troubleshooting Office 365 within a networked environment, including permissions, calendar sharing, and delegation.

Strong organizational skills with the ability to manage multiple tasks and priorities effectively.

Self-motivated professional with a strong commitment to delivering excellent customer service.