SharePoint Support Analyst #2264

SharePoint Support Analyst

Contract Length : 12-18 months

Location :

Austin, TX (Remote – must be local to the Austin area)

Our client is looking for a dynamic, energetic

SharePoint Support Analyst

who welcomes all tasks with a smile and a positive attitude! The ideal consultant will enjoy the challenge of working on multiple projects with limited supervision and have the ability to successfully use initiative and independent judgment in a face-paced environment.

• NOT ACCEPTING 3RD PARTY CANDIDATES AND NO 1099

Required Experience

Associate's Degree in Computer Science or related field preferred

5+ years of experience in the IT field or related area with 4+ years' experience in a Help Desk / Service Desk support environment

Strong proficiency with SharePoint Lists, Microsoft O365 applications

Prior experience working in a large enterprise or government entity is preferable

Strong experience working with Help Desk software, (e.g. ticketing systems, knowledge bases)

Ability to interface with all levels of the organization and understanding overall best practices

Preferred experience with Remedy / BMC Helix

Excellent communications skills (verbal and written)

Effective time management skills

Passion to provide outstanding customer service

Sound troubleshooting technical skills with an aptitude for problem solving

Ability to work independently towards goals

Highly motivated and flexible

Excellent work ethic and highly organized

Duties :

Receive incident request calls from external users and perform documentation in Helix system

Evaluate bugs, failures, and systemic problems and document necessary steps for resolution

Install applications, hardware, parts, and / or equipment

Perform support analysis including : troubleshooting, diagnosis and repairing products

Communicate ongoing problems and fixes internally and with customer

Ensure resolution of incidents per department guidelines and service level agreements

Monitor open tickets and escalate as necessary to appropriate team

Consider site-specific information like hardware, operating systems, and user requirements to appropriately resolve problems

Report on product and service problems and guide customers on product features, product selection, configuration and implementation

Propose updates to process and procedures to ensure future efficiency in ticket / call volume completion

Genius Road, LLC is proud to be a Certified Women's Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.

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