Help Desk Representative

Help Desk Representative

The Help Desk Representative provides technical support to end-users across the organization. This entry-level role is ideal for candidates with 3 to 6 months of hands-on experience and completed coursework in Microsoft Office (Word, Excel, Outlook, PowerPoint). The ideal candidate has a passion for helping others, strong communication skills, and a desire to grow their IT career.

• 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.

• 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.

• High School Diploma or equivalent required.
• No prior experience required; however, 3 to 6 months of relevant Help Desk, IT Support, or Customer Service experience is preferred.

The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Calista Brice's IT team has a fast-paced, multi-tasking, customer service-oriented office environment requiring a high degree of efficient and effective performance. Adaptability regarding schedule and task changes is necessary to accommodate changing priorities.