Job Description

Helpdesk Analyst

W2 Contract

Salary Range: $56,200 - $62,400 per year

Location: Dublin, CA - Onsite Role

Job Summary:

As a Helpdesk Analyst, you will provide various software and application support services to internal employees, including corporate, distribution center, and retail store users.

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.
• Windows support experience; Microsoft Office proficiency
• Strong customer service skills
• Able to work in a fast-paced, enterprise-level environment

Desired Skills and Experience

Helpdesk support, Windows, Microsoft Office, customer service, ticketing, Remedy, Service Now, hardware, software

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

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