Help Desk/Desktop Support Analyst

• Respond promptly to service desk tickets by troubleshooting and resolving technical issues related to hardware, software, and operating systems
• Deliver excellent customer service by addressing inquiries and resolving issues with professionalism and efficiency
• Manage and triage incoming calls to ensure proper routing and prioritization of technical support needs
• Utilize Active Directory to perform user account management, permissions updates, and system access troubleshooting
• Provide support for Microsoft Windows 10 and Microsoft Office applications, ensuring optimal functionality and user satisfaction
• Assist with Microsoft Dynamics CRM issues, offering guidance and solutions as needed
• Document and escalate unresolved issues to higher-level support teams when necessary
• Maintain accurate records of support interactions and resolutions within the ticketing system
• Collaborate with team members to improve support processes and ensure seamless service delivery
• Stay updated on emerging technologies and tools to enhance technical support capabilities

• Minimum of 3 years of experience in Help Desk or Desktop Support roles
• Proficiency in Microsoft Windows 10 and Microsoft Office applications
• Familiarity with Active Directory for user management and troubleshooting
• Strong problem-solving skills and ability to perform basic troubleshooting across hardware and software
• Excellent communication skills, both written and verbal, with a focus on delivering superior customer service
• Ability to effectively manage and prioritize service desk tickets
• Knowledge of telephone triage and call routing processes

Experience with Microsoft Dynamics CRM is highly desirable

• medical, vision, dental, and life and disability insurance
• eligible to enroll in our company 401(k) plan
• free online training