Job Description
Job Description
Job Description
We are seeking a customer-focused Help Desk Analyst / Help Desk Coordinator to provide first-level technical support, troubleshoot computer and application issues, and assist end users in resolving technical problems. The ideal candidate will have strong communication skills, a solid understanding of Microsoft applications, and the ability to remain calm and professional when assisting users in a fast-paced environment.
Key Responsibilities
Provide first-level help desk support to customers and end users.
Troubleshoot computer, software, and application-related issues.
Log incoming incidents, service requests, troubleshooting steps, and resolutions.
Support Microsoft Windows and Office applications.
Assist with business application support and technical assignments.
Maintain knowledge of help desk procedures, IT operations, and support tools.
Provide timely updates and follow up with end users according to established procedures.
Document resolved issues accurately and ensure proper ticket closure.
Communicate technical information clearly and professionally to nontechnical users.
Prioritize requests and meet established deadlines while maintaining service quality.
Required Qualifications
Minimum 3 years of data entry experience.
Minimum 2 years of experience using Microsoft Outlook or email applications.
Minimum 2 years of experience in a customer-facing role requiring a calm and professional approach when handling upset users.
Strong verbal and written communication skills.
Ability to troubleshoot technical issues and provide customer support.
Ability to work independently in a fast-paced, deadline-driven environment.
Preferred Qualifications
Knowledge of Microsoft Windows 10.
Familiarity with Windows Server and Active Directory.
Experience with Microsoft Office 365.
At least 1 year of experience using Microsoft Excel.
At least 1 year of experience using Microsoft Word.
At least 1 year of experience using Microsoft Visio.
A two-year college degree or equivalent technical education is preferred.