Help Desk Analyst

We are seeking a customer-focused Tier 1 Help Desk Specialist to provide frontline technical support. This position is 100% phone-based, focusing on handling incoming user inquiries, call logging, password resets, basic Active Directory administration, and standard application troubleshooting., * Answer inbound technical support calls continuously throughout shift with professional telephone etiquette.

• Log, track, and manage all support requests using ticketing and call-tracking software.
• Perform basic Active Directory tasks, including user management, password resets, and security group administration.
• Support end-users with varying technical abilities on standard hardware, software, and network access issues.
• Troubleshoot Microsoft Office 365 issues, including user permissions, calendar sharing, and email delegation within a networked environment.
• Follow standard operating procedures and technical documentation to resolve issues on the initial call.

• 1+ years of prior experience in an IT Service Desk or technical Call Center environment.
• Hands-on experience with IT ticketing and incident management systems.
• Practical knowledge of Active Directory (account creation, resets, and group assignments).
• Strong working knowledge of Windows operating systems and the Microsoft Office 365 suite.
• Proven ability to troubleshoot email, calendar delegation, and basic network permission issues.
• Exceptional verbal communication, listening, and telephone customer service skills.
• Strong organizational skills and attention to detail., * IT Service Desk and/or Call Center experience (Required 1 Years)
• Experience with call tracking and ticketing software (Required 1 Years)
• Attentive to details and ability to be resourceful (using supplied documentation) (Required 1 Years)
• Ability to support users with limited knowledge of computers, software, hardware and systems (Required 1 Years)
• Above average communication skills and telephone manner. (Required 1 Years)
• Basic User & Security Group Active Directory administration (Required 1 Years)
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 365 (Required 1 Years)
• Experience with using and troubleshooting Office 365 within a network environment (permissions, calendar sharing, delegation) (Required 1 Years)
• Excellent organizational skills (Required 1 Years)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service (Required 1 Years)