Helpdesk Analyst

Helpdesk Analyst

W2 Contract

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

Location: Dublin, CA - Onsite Role

Base Pay Range: $27.00/hr - $32.00/hr

• 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 call tracking system, escalates problems to other IT employees when appropriate to obtain timely resolution, and coordinatest basic support, installation services, maintenance of hardware equipment, after‑hour (pager) support during assigned weeks, and departmental projects (rollouts, upgrades, 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 administrative tools to unlock locked accounts and perform other account administration tasks.
• Log calls and follow up on open tickets in the call tracking system.
• Escalate issues when appropriate.
• 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.

• Helpdesk support, IT service desk operations, ticket management, Service Now, 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.

Mid‑Senior Level

Contract

Information Technology

IT System Operations and Maintenance

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