Helpdesk Analyst L1

Since 1991, Collabera has been a leading provider of IT staffing solutions and services. We are known for providing the best staffing experience and taking great care of our clients and employees.

Our client-centric model provides focus, commitment and a dedicated team to help our clients achieve their business objectives. For consultants and employees, we offer an enriching experience that promotes career growth and lifelong learning.

The Collabera Way represents our fundamental beliefs and is founded on the following building blocks:

Company Snapshot

• Over 12,000 professionals in over 40 locations across 3 continents
• Top 10 U.S. IT Staffing Firm
• Largest minority-owned U.S. IT Staffing Firm
• Top supplier to Fortune 500 companies
• Staffing Industry Analysts’ "Best Staffing Firms to Work For" recognition 4 years in a row

• Exceptional communication and customer handling skills
• Experience working with ticketing systems
• Strong analytical skills and quality consciousness
• Ability to work in 24/7 rotational shifts
• Resolve technical problems via phone, chat, or remote support systems
• Basic understanding of Windows XP/7
• Support and configuration of email and MS Office tools
• VPN troubleshooting and incident management
• Knowledge of Microsoft Office products (Excel, Word, PowerPoint)
• Basic understanding of network concepts
• Basic understanding of Active Directory (AD)
• Troubleshooting mobile devices
• Ability to independently resolve tickets within SLA, following SOPs and escalation procedures
• Follow shift hand-over processes and update knowledge base
• Coach and guide junior team members and analysts
• Technically upgrade systems across environment versions as needed
• Adhere to organizational policies and procedures

Minimum 6 months of helpdesk experience with PC troubleshooting