The IT Help Desk Assistant performs administrative duties to the Information Technology Department.Essential Duties and Responsibilities:Monitor ticketing system queue for tickets that exceed service levelsDeliver reporting that demonstrates current service levelsAid in coordinating appointments between employees & Helpdesk Support Specialist when needed.Follow-up, via a phone call, with employees to ensure their issues were resolved.Assist with routing support cases within the Manage Engine ticketing system.Flag trending tickets that indicate a global issueAssist in determining when global communication needs to be executed.Performs any other duty deemed necessary by management.Performs fast and courteous customer service.Preferred Qualifications and Experience:Computer literate with the ability to learn new software applications.Proficient in Microsoft Suite of products.Energetic and positive attitude.Professional verbal and written communication skills plus proper telephone protocol.Tactfulness and proven ability to handle sensitive and confidential situations and the ability to work well with a wide range of people.Adapt to changing situations daily and can use creative thinking to find solutions to problems.High level of integrity and confidentiality required.Must have a willingness to learn and the ability to work with other people in a wide range of situations.Ability to work in a fast-paced fluid environment.Previous Mortgage Industry experience a plus.