Position Title: Technical Helpdesk Associate
Project - NJ HBC
Location: Remote
Position Description: Job Title: Technical Helpdesk Associate
Job Summary
Seeking a detail-oriented and proactive Technical Helpdesk Associate with a minimum of 5+ years of experience to provide user access support, manage service requests, and ensure timely communication with stakeholders. The ideal candidate will possess strong analytical skills, excellent communication abilities, and solid proficiency in Microsoft Excel, along with the ability to multitask in a fast-paced environment.
Key Roles & Responsibilities
User Access Management
- Process user account requests, including password resets and new user creation, in accordance with submitted service requests.
- Validate request forms for completeness and accuracy before provisioning access.
- Coordinate with the reporting manager when forms are incomplete or incorrect to ensure proper authorization prior to execution.
- Follow defined security and compliance protocols while granting system access.
Request Validation & Approval Coordination
- Review incoming requests to ensure all required approvals and details are present.
- Proactively follow up with managers and stakeholders for pending approvals.
- Maintain accurate documentation of request validations and approvals.
Communication & Email Management
- Provide timely updates to end users and stakeholders regarding request status via email.
- Respond promptly to queries and ensure effective communication across teams.
- Maintain professional communication standards in all interactions.
Reporting & Data Management
- Generate and maintain predefined reports in Microsoft Excel as per organizational requirements.
- Ensure data accuracy and consistency in all reports.
- Assist in improving reporting processes where applicable.
Operational Efficiency & Multitasking
- Manage multiple requests simultaneously while meeting defined service level agreements (SLAs).
- Prioritize tasks effectively in a high-volume support environment.
- Demonstrate strong time management and organizational skills.
Required Qualifications & Skills
- Minimum 5+ years of experience in a technical helpdesk or IT support role.
- Strong working knowledge of Microsoft Excel (e.g., formulas, data handling, reporting).
- Experience in user account management and access provisioning.
- Excellent written and verbal communication skills.
- Ability to multitask efficiently and handle high email volumes.
- Strong attention to detail and problem-solving mindset.
- Familiarity with IT service management tools and ticketing systems is preferred.
Preferred Attributes
- Ability to work independently while collaborating with cross-functional teams.
- Strong customer service orientation.
- Quick response time and ability to manage priorities effectively.
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