What are the responsibilities and job description for the Helpdesk Analyst position at Bayside Solutions?
Helpdesk Analyst
W2 Contract
Salary Range: $58,200 - $66,500 per year
Location: Dublin, CA - Onsite Role
Duties and Responsibilities:
- Provide helpdesk support by answering, evaluating, and prioritizing incoming telephone, voicemail, and email requests for assistance from users.
- Follow up on open tickets from the helpdesk call tracking system, escalate problems to other IT employees when appropriate to obtain a timely resolution, provide or coordinate basic support, installation services, and maintenance of hardware equipment, and provide after-hour (pager) support during assigned weeks, and participate in departmental projects and programs (which include rollouts, upgrades, and modifications)
- Provide daily software and hardware support to telephone, email, and in-person requests for assistance from users.
- Identify, research, and resolve software and hardware problems.
- Use various administrative tools to perform tasks such as unlocking locked accounts.
- Be responsible for logging calls and following up on open tickets in the call tracking system.
- Escalate issues when appropriate.
- Provide or coordinate software and hardware support, installation services, and maintenance.
- Coordinate daily job tasks and responsibilities with the helpdesk supervisor.
Requirements and Qualifications:
- Ticketing experience using Remedy, Service Now, etc.
- Excellent customer service skills
- Experience with Windows support and proficient with Microsoft Office
- Able to work in a fast-paced, enterprise-level environment
- Flexible to work various shifts throughout the week
Desired Skills and Experience
Helpdesk, desktop support, Remedy, Service Now, Windows, Microsoft Office, software, hardware, customer service
Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Additionally, candidates for this position must qualify as a W2 candidate.
Bayside Solutions, Inc. may collect your personal information during the position application process. Please reference Bayside Solutions, Inc.'s CCPA Privacy Policy at www.baysidesolutions.com.
Salary : $58,200 - $66,500