Help Desk Analyst

Position Overview:The Help Desk Analyst provides first-level technical assistance and support to both internal and external customers in a high-volume call center environment. This role focuses on delivering exceptional customer service while troubleshooting and resolving hardware, software, and connectivity issues. The analyst will handle ticket escalation, vendor coordination, and follow-up to ensure timely resolution of all service requests.Key Responsibilities: Provide Tier 1 technical support to internal and external customers via phone, email, and ticketing system.Troubleshoot and resolve issues related to hardware, software, Windows operating systems (7 & 10), Outlook, and Microsoft Office applications.Support internal systems, connectivity, and account access issues; escalate complex issues to Tier 2 or appropriate vendors. Monitor and manage ticket queues, ensuring prompt assignment, escalation, and closure of tickets according to Service Level Agreements (SLAs). Assist external customers with website navigation, password resets, online account management, and mobile driver’s license provisioning. Install, configure, and perform minor repairs on computer hardware, software, and peripheral equipment as needed.Maintain accurate and detailed documentation of all support activities and resolutions.Provide excellent customer service in all interactions, managing difficult or high-pressure situations with professionalism.Qualifications:Education: Vocational/Technical degree in Computer Applications, Computer Technology, or a closely related field from an accredited institution.Experience: Minimum 2 years of experience as a Help Desk Technician in an IT call center environment.Minimum 2 years of experience supporting Windows 7 & 10, Microsoft Office, Outlook, and Active Directory. Proven experience in ticket management, hardware/software troubleshooting, and user support.Technical Skills:Strong knowledge of Apple iOS.Familiarity with ITSM ticketing systems and remote troubleshooting tools.Soft Skills:Excellent communication, customer service, and problem-solving skills.Ability to work efficiently in a fast-paced, high-call-volume environment.