Help Desk Representative

A caller needs an answer. A visitor arrives unsure whom to speak to. An email describes a problem that needs the right person’s attention. We’re looking for a Help Desk Representative who enjoys stepping into those moments, making people feel welcome, and giving them a clear next step.

This is a people-facing role in a busy New Orleans office. You’ll support people by phone, email, and in person, working with colleagues across the team to resolve routine requests and follow more complex ones through. The right person will enjoy solving problems, communicating clearly, and helping someone feel reassured even when their day has not gone to plan.

Be the first person people can turn to

• Welcome people arriving at the help desk, understand what they need, and connect them with the right colleague.
• Answer incoming calls professionally and ask useful questions to get a clear picture of the issue.
• Respond to emails with helpful information, an update, or a realistic next step.
• Provide guidance on routine questions using the team’s information and procedures.
• Create accurate records of requests, including contact details, the problem reported, and any action already taken.
• Direct requests that need specialist attention to the appropriate colleague, with enough detail for them to take over.
• Keep track of open requests and follow up when an update has been promised.
• Let a supervisor know promptly when an issue is urgent or several people are reporting the same problem.
• Check that the person seeking help understands what will happen next before ending an interaction.

You won’t always have an immediate answer. What matters is listening carefully, taking ownership of the handoff, and keeping people informed while the team works toward a resolution.

What you’ll bring to the desk

• A genuine interest in working with people and helping them solve problems.
• Clear communication in conversation and in writing.
• The ability to stay composed and considerate when someone is frustrated.
• Strong attention to detail when recording information and passing along messages.
• Comfort using everyday computer tools and learning a request-tracking system.
• A team-focused approach: you share information, ask questions, and follow through.

Previous help desk experience is welcome, but it is not required. We’re interested in someone who can learn the team’s processes and make each interaction feel professional and helpful.

A schedule built around desk coverage

This is a full-time, on-site Help Desk Representative role. The help desk operates between 8:00 a.m. and 6:00 p.m., with full-time shifts scheduled within that window. Start and finish times may vary to cover the desk, and there is flexibility to discuss shift preferences during hiring.

If you’d like a role where your communication skills and problem-solving make someone’s day easier, apply for the Help Desk Representative position with your current resume.

Pay: $21.00 - $23.00 per hour

Expected hours: 30.0 – 40.0 per week

Benefits:

• 401(k)
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off

Work Location: In person