Helpdesk Analyst
W2 Contract
Salary Range : $52,000 - $62,400 per year
Location : Dublin, CA - Onsite Role
Job Summary :
This Helpdesk Technician position focuses on telephone support for corporate users, distribution center users, and retail store employees.
We require someone flexible and able to work various shifts during a Monday to Friday work week.
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 Help Desk 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.
- Responsible for logging calls and following up on open tickets in the call tracking system
- Escalating issues when appropriate
- Provide or coordinate software and hardware support, installation services, and maintenance.
- Coordinate daily job tasks and responsibilities with the Help Desk Supervisor.
Requirements and Qualifications :
- Ticketing experience : Remedy, Service Now, etc.
- Windows support experience
- Microsoft Office proficiency
- Excellent customer service skills
- Comfortable in a fast-paced, enterprise-level environment
Desired Skills and Experience
Helpdesk, Remedy, Service Now, Windows, Microsoft Office, hardware, software
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