Job Description
Job Description
We are looking for a dependable Help Desk Analyst to join a high-volume support environment in Holland, Ohio. This contract to hire position is fully onsite and focused on delivering responsive first-level assistance for inbound customer issues, ticket monitoring, and technical support coordination. The ideal candidate communicates clearly, stays composed under pressure, and approaches each interaction with a strong customer service mindset.
Hourly Pay: $17/hr
Current open Shift: 3:30pm-12am; off days Sunday and Tuesday
Responsibilities:
• Handle incoming customer calls with professionalism, gather issue details, and provide first-line support in a timely manner.
• Review service requests and alerts, assess urgency, and determine the appropriate next steps based on established procedures.
• Document every customer interaction thoroughly by creating, updating, and maintaining accurate ticket records and resolution notes.
• Escalate unresolved incidents to the correct internal teams to support efficient troubleshooting and service restoration.
• Investigate basic equipment and system issues quickly to identify likely causes and assist with initial resolution efforts.
• Monitor overnight or queued tickets to help ensure timely follow-up and adherence to response expectations.
• Verify that recommended fixes, settings, or configurations are functioning properly before closing or advancing a case.
• Support additional service desk activities as needed to maintain consistent customer support operations.
• High school diploma or equivalent required.
• Experience in customer service, call center support, or entry-level technical support is preferred.
• Working knowledge of Microsoft Office and Microsoft Windows environments, including Windows 10.
• Familiarity with service desk ticketing processes, basic troubleshooting, and phone-based support.
• Strong verbal communication skills with a detail-oriented and empathetic approach to customer interactions.
• Ability to stay organized, manage multiple tasks, and follow defined support procedures with limited supervision.
• Attention to detail and sound judgment when documenting issues and determining when escalation is needed.