Level 1 Help Desk Analyst

• Provide first-level technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve problems related to Microsoft Outlook, Microsoft Office applications, Windows operating systems, and Active Directory.
• Respond to user inquiries via phone, email, and ticketing systems.
• Monitor and manage support ticket queues, ensuring timely assignment, escalation, and resolution of incidents.
• Escalate complex issues to Tier 2 support teams, vendors, or management when necessary.
• Assist users with password resets, account management, and access-related issues.
• Support external customers with website navigation, online account management, and mobile driver’s license services.
• Document troubleshooting steps, resolutions, and customer interactions accurately.
• Maintain a high level of professionalism and customer service while handling challenging situations.

Do you have experience in Windows?, The Client is seeking a Level 1 Help Desk Analyst to provide technical and customer support in a fast-paced call center environment. The ideal candidate will have experience troubleshooting common IT issues, managing support tickets, and delivering exceptional customer service to both internal employees and external customers.

This role requires a bilingual professional (English/Spanish) who can effectively support a diverse user base while handling a high volume of incoming calls and service requests., * Minimum 2 years of IT Help Desk or Service Desk experience.

• Minimum 2 years of experience supporting:
• Microsoft Outlook
• Microsoft Office Suite
• Windows 7 and Windows 10
• Active Directory
• Experience working in an IT Help Desk call center environment.
• Experience managing ticket queues and escalating issues to appropriate support teams.
• Strong troubleshooting and problem-solving skills.
• Bilingual proficiency in English and Spanish (Required).
• Ability to support users in a high-volume, customer-focused environment., * Vocational or Technical Degree in Computer Technology, Computer Applications, Information Technology, or a related field.
• Experience installing and performing minor repairs on computer hardware, software, and peripheral equipment.
• Knowledge of Apple iOS devices and mobile technologies.
• Experience with ticketing systems such as ServiceNow, Remedy, Jira, or similar platforms.

Required Skills

• Help Desk Support
• Service Desk Operations
• Active Directory
• Microsoft Outlook
• Microsoft Office Suite
• Windows 7/10
• Password Resets
• Ticket Management
• Customer Service
• Call Center Support
• Hardware & Software Troubleshooting
• Bilingual Spanish

$19 - $20 an hour - Full-time, Contract