What are the responsibilities and job description for the Helpdesk Analyst position at Bayside Solutions?
Helpdesk Analyst
W2 Contract
Salary Range: $56,200 - $66,600 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 Help Desk call tracking system, escalate problems to other IT employees (when appropriate) to obtain timely resolution, provide or coordinate basic support, installation services, and maintenance of hardware equipment, 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/or hardware support to telephone, email, and in-person requests for assistance from users.
- Identify, research, and resolve software/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
- Responsible for escalating issues when appropriate
- Responsible for providing or coordinating software/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.
- Customer service is going to be huge; this person needs to have great customer service skills
- Fast-paced environment, needs to come from an enterprise-level environment.
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.
Helpdesk support, IT service desk operations, ticket management, ServiceNow, Remedy, call tracking systems, incident prioritization and escalation, customer service excellence, enterprise IT support, hardware troubleshooting, software troubleshooting, account administration, user account unlocks, desktop support, hardware and software installation, maintenance and upgrades, telephone support, email support, in-person technical support, after-hours on-call support, issue documentation, cross-team coordination, IT project support, fast-paced environment experience
Salary : $56,200 - $66,600