React to level 1 service issues, including troubleshooting O365, password resets, internet connectivity, servers, workstations, email, and software applications
Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution
Provide superior customer service by being courteous, knowledgeable, and professional
Respond to and log all inquiries received from clients via telephone, email, or client portal
Create properly formatted tickets on all inquiries in ticket management software
Keep well documented and updated case notes on all tickets daily
Create and maintain client-related documentation

High School Diploma or GED equivalent required
Proficient use of applicable technology
Ability to follow technical instructions and guidelines
Able to work in a team environment
Demonstrated ability to communicate verbally and in writing throughout all levels of an organization, both internally and externally
Ability to travel as required by business and on-call availability
Able to lift up to 50 lbs

Helpdesk Analyst I

Key skills