Help Desk Analyst (Tier 1)

• Provide first-level technical support for hardware, software, and system-related issues via phone
• Troubleshoot and resolve user issues related to operating systems, applications, and access
• Handle high-volume inbound calls, including password resets and application support
• Create, document, and escalate tickets to Tier 2 or external support teams when necessary
• Guide users through step-by-step troubleshooting procedures
• Maintain accurate records of issues and resolutions in the ticketing system
• Support Active Directory tasks including user account and password management
• Collaborate with team members to ensure timely issue resolution
• Follow established processes and maintain high customer service standards

"Navitas Partners, LLC" is seeking a dedicated Help Desk Analyst to provide Tier 1 technical support in a fast-paced, customer-focused environment. This role is heavily phone-based and requires strong communication skills, reliability, and a passion for delivering excellent customer service. The ideal candidate will have at least 1 year of IT Service Desk or call center experience along with a foundational understanding of IT systems. While technical skills are important, strong interpersonal and customer service abilities are essential for success in this role., * 1+ year of IT Service Desk and/or Call Center experience

• Associate degree in IT or equivalent technical training (preferred)
• Experience with ticketing or call tracking systems
• Basic knowledge of Active Directory (user and group administration)
• Strong understanding of Microsoft Windows and Office 365
• Experience troubleshooting Office 365 (permissions, calendar sharing, delegation)
• Excellent verbal and written communication skills
• Strong organizational and problem-solving abilities
• Ability to support users with varying levels of technical knowledge
• Detail-oriented with the ability to follow documentation and processes