Helpdesk Analyst

Helpdesk Analyst

W2 Contract

Salary Range: $56,200 – $66,600 per year

Location: Dublin, CA – Onsite Role

• 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, escalating problems to other IT employees when appropriate to obtain timely resolution, 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 (including 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.

• Ticketing experience:
  Remedy, Service Now, etc.
• Excellent customer service skills.
• Experience in a fast-paced, enterprise-level environment.

Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Candidates for this position must qualify as a W2 candidate.