Help Desk Analyst

We are looking for a Help Desk Analyst to join a high-volume support environment in Holland, Ohio. This long-term contract position is ideal for someone who enjoys assisting customers, troubleshooting basic technical issues, and documenting each interaction with accuracy. The role supports incoming Tier 1 requests, monitors overnight ticket activity, and helps ensure service issues are routed quickly and appropriately. Success in this position requires strong communication, sound judgment, and a steady approach in a fast-moving customer service setting.

Responsibilities:

• Respond to inbound support calls professionally and deliver timely assistance to customers experiencing service or equipment issues.

• Review incoming service tickets, assess urgency, and determine the correct next step based on established support procedures.

• Troubleshoot entry-level technical problems efficiently and gather the information needed to support resolution.

• Escalate incidents to the appropriate internal teams when issues require advanced support or immediate attention.

• Create, update, and maintain service tickets for every customer interaction, ensuring notes are complete, accurate, and easy to follow.

• Monitor ticket activity during assigned shifts, including overnight coverage, to help address time-sensitive support needs.

• Confirm that system settings or configurations have been properly tested and are functioning as expected before closing or advancing requests.

• Provide clear documentation of actions taken, customer communications, and troubleshooting steps throughout the support process.

• Contribute to overall service center operations by handling additional support-related tasks as needed.

Qualifications:

• High school diploma or equivalent required.
• Prior experience in a call center, help desk, or customer support environment is preferred.
• Working knowledge of Microsoft Windows 10, Microsoft Office, and basic technical troubleshooting concepts.
• Familiarity with service desk ticketing processes and the ability to follow established support protocols carefully.
• Strong verbal and written communication skills with courteous phone etiquette.
• Ability to stay composed under pressure, manage multiple tasks, and make sound decisions with limited supervision.
• Customer-focused mindset with a strong sense of empathy, organization, and attention to detail.
• Exposure to technical support tools or environments, including Active Directory, is a plus.

Compensation

Based on experience

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