Help Desk Representative

About the Role

The Help Desk Representative provides technical support to end-users across the organization. This entry-level role is ideal for candidates with a passion for helping others, strong communication skills, and a desire to grow their IT career.

Key Responsibilities

• Provide first-level technical support to employees via phone, email, or in person.
• Troubleshoot basic hardware, software, and network issues.
• Assist users with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Log, track, and document help desk requests and resolutions using ticketing software.
• Escalate complex issues to higher-level IT staff as needed.
• Support user account setup, password resets, and basic system access needs.
• Provide excellent customer service and maintain a professional demeanor in all interactions.
• Assist with IT-related administrative tasks, as assigned.
• Work in a constant state of alertness and in a safe manner.
• Perform other duties as directed.

Knowledge, Skills, & Abilities

• Basic understanding of Microsoft Office applications (Word, Excel, Outlook, PowerPoint), including common troubleshooting steps.
• Familiarity with Windows operating systems and basic navigation.
• Awareness of basic IT concepts such as file management, network connectivity, and user permissions.
• Understanding of customer service principles and best practices.
• Introductory knowledge of help desk ticketing systems and workflow.
• Strong verbal and written communication skills to effectively explain technical concepts to non-technical users.
• Basic troubleshooting and problem-solving skills for software, hardware, and connectivity issues.
• Data entry and documentation skills using ticketing or case management systems.
• Time management and organizational skills to prioritize multiple support requests.
• Active listening and interpersonal skills to assess user needs quickly and accurately.
• Ability to remain calm and professional under pressure or when dealing with frustrated users.
• Ability to follow instructions, procedures, and protocols with accuracy and consistency.
• Ability to learn and adapt to new technologies and systems quickly.
• Ability to work independently and collaboratively within a team.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Basic knowledge of Active Directory, including user account management, password resets, group membership, and common directory functions related to end-user support.

Minimum Qualifications

• High School Diploma or equivalent required.
• 3 to 6 months of relevant Help Desk, IT Support, or Customer Service experience is preferred.
• Completion of Microsoft Office coursework or certification is preferred.
• Basic understanding of computer systems, mobile devices, and other tech tools is preferred.
• Strong communication and interpersonal skills is preferred.
• The ability to learn quickly and follow technical instructions is preferred.
• Familiarity with help desk ticketing systems (e.g., Zendesk, ServiceNow, or similar) is preferred.
• An interest in pursuing a career in IT support or systems administration is preferred.
• Ability to pass drug and background screening.