Helpdesk Technician

Position Summary

We are seeking an experienced Helpdesk Analyst to provide Tier 1 and Tier 2 technical support for end-users in a fast-paced enterprise environment. The ideal candidate will deliver timely, courteous, and professional assistance while ensuring high levels of customer satisfaction and adherence to service standards.

Key Responsibilities

• Respond to and resolve user inquiries via phone, email, and ticketing systems.
• Provide support for login and access issues, password resets, and user account management.
• Troubleshoot hardware, software, and network issues across Windows environments.
• Assist users with Microsoft Office 365 applications and related tools.
• Document all interactions and resolutions accurately in the ticketing system.
• Escalate complex issues to appropriate teams and follow up to ensure resolution.
• Maintain knowledge of organizational policies, procedures, and IT best practices.
• Participate in training and stay current with system updates and new technologies.

Required Skills & Qualifications

• At least 3 years working in an IT service and support function in an environment similar in size and complexity to our organization.
• Knowledge of IT and business service desk tools and best practices.
• Good business acumen and understanding of organizational issues and challenges.
• Well-developed communication skills (oral and written).
• Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness.
• Active listener with the ability to influence others toward a common vision or goal.
• Strong team player and skilled collaborator capable of working effectively with and through others.
• Demonstrated experience using Word, Excel, PowerPoint, Visio, and Outlook.