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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