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Help Desk Junior Analyst
Cogent PeopleHelp Desk Jr. Analyst providing Tier 1 support for system users at Cogent People Inc.
About the role
Key responsibilities & impact- Provide Tier 1 intake support for system users.
- Assist users with system access, navigation, and basic troubleshooting.
- Respond to user inquiries and support requests in a timely manner.
- Identify, document, and escalate complex issues to higher-level support teams.
- Ensure accurate capture of user issues and initial troubleshooting steps.
- Follow established procedures for issue resolution and escalation.
- Document common issues, solutions, and troubleshooting steps.
- Contribute to knowledge base content to improve support efficiency.
- Support overall user satisfaction and system usability.
Requirements
What you’ll need- Associate’s degree in a related field or equivalent experience.
- 2+ years of experience in help desk, technical support, or customer service roles.
- Strong communication and interpersonal skills.
- Basic understanding of system navigation and user support processes.
- Ability to troubleshoot basic technical issues.
- Ability to work in a fast-paced support environment.
- Strong attention to detail and documentation skills.
Benefits
Comp & perks- Medical, Dental, and Vision Insurance (comprehensive coverage)
- 401(k) with company match
- Company-paid life insurance
- Short-term and long-term disability coverage
- Paid Time Off: 3 weeks annually + 10 paid holidays
- Employee assistance and wellness resources (as applicable)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingsystem navigationuser support processes
Soft Skills
communication skillsinterpersonal skillsattention to detaildocumentation skills
Certifications
Associate’s degree