Helpdesk Analyst

Job Summary We are seeking a Helpdesk Analyst with strong voice and non-voice communication skills to provide Level 1 technical support to end users. The ideal candidate will assist users with browser-related issues, mobile application support, and general troubleshooting while delivering excellent customer service in a fast-paced support environment. This role requires strong communication skills, technical troubleshooting abilities, and adherence to operational schedules and support processes. Key Responsibilities Provide Level 1 technical support through voice and non-voice channels. Troubleshoot browser-related issues including cache, cookies, and application access problems. Support users with mobile application troubleshooting and basic technical issues. Respond to support requests in a timely and professional manner. Document incidents, resolutions, and troubleshooting steps accurately. Escalate unresolved technical issues to appropriate support teams when necessary. Maintain high levels of customer service and user satisfaction. Follow established operational processes, attendance requirements, and support procedures. Collaborate with internal teams to ensure efficient issue resolution and service continuity. Required Qualifications Experience working in a Helpdesk or Technical Support environment. Strong voice and written communication skills. Hands-on experience with Level 1 troubleshooting for browsers, cache, cookies, and mobile applications. Basic understanding of technical support processes and incident management. Strong problem-solving and customer service skills. Ability to work scheduled shifts between 8:00 AM - 8:00 PM EST. Ability to work independently and manage support tasks effectively. Reliable internet connectivity and power backup when approved for remote work. Preferred Qualifications Experience supporting customer-facing technical environments. Familiarity with ticketing and support management tools. Experience working in remote or hybrid support environments.