CAN - Help Desk Support: IV (Lead)

• Provide front-line support for users, addressing technical issues and inquiries related to the timekeeping platform.

• Manage and resolve tickets using the Helix ticketing system, ensuring timely and accurate tracking of issues.

• Guide non-technical users through login processes and platform navigation with patience and clarity.

• Troubleshoot and resolve access issues, including login credentials and account setup.

• Collaborate with team members to escalate complex problems and ensure effective resolution.

• Utilize Active Directory to manage user accounts and permissions as needed.

• Conduct follow-ups with users to confirm issue resolution and satisfaction.

• Document technical solutions and contribute to the knowledge base for future reference.

• Participate in team meetings to share updates, challenges, and best practices.

• Support the transition to the new platform by providing clear instructions and assistance.

• Proven experience in technical support, including resolving user issues and managing tickets.

• Familiarity with Active Directory for user account management.

• Ability to communicate effectively with non-technical users, demonstrating patience and clarity.

• Strong problem-solving skills and the ability to work independently or as part of a team.

• Ability to adapt to new tools and internal systems through training.

• Strong organizational skills and attention to detail.

Robert Half