Tier 1 Help Desk Analyst

The Tier 1 Help Desk Analyst provides first-level technical support to end users, primarily through phone-based interactions. This role is focused on high-volume call handling, including password resets, basic troubleshooting, and application support. Strong customer service skills, reliability, and communication are essential for success in this position., * Provide technical assistance and support to end users via phone

• Troubleshoot hardware, software, and system-related issues
• Perform password resets and user account support using Active Directory and RACF
• Create, document, and escalate tickets to Tier 2 or third-party support teams as needed
• Guide users through diagnostic procedures and issue resolution steps
• Maintain accurate records in call tracking and ticketing systems
• Ensure adherence to quality standards and customer service expectations
• Collaborate effectively with team members and other departments
• Dispatch and track service providers for hardware or system repairs
• Research and update documentation, knowledge base articles, and troubleshooting guides

• Minimum 1+ year of IT Service Desk or Call Center experience
• Experience with call tracking and ticketing systems
• Strong customer service and communication skills (verbal and written)
• Ability to support non-technical users with varying levels of technical knowledge
• Strong attention to detail and problem-solving abilities
• Excellent organizational and multitasking skills
• Basic Active Directory administration (user accounts and security groups)
• Knowledge of Microsoft operating systems, especially Windows 7 and Office 365
• Experience troubleshooting Office 365 in a network environment (permissions, calendar sharing, delegation)
• Self-motivated with a strong focus on delivering excellent customer service

Core Competencies

• Strong phone and interpersonal skills
• Team-oriented mindset
• Reliability and consistency in a high-volume support environment
• Ability to follow processes and documentation accurately

About Navitas Partners, LLC: It is a certified WBENC and one of the fastest-growing healthcare staffing firms in the US providing Medical, Clinical and Non-Clinical services to numerous hospitals. We offer the most competitive pay for every position we cater. We understand this is a partnership. You will not be blindsided, and your salary will be discussed upfront.