Helpdesk Support Analyst
Contract Length: 12-18 months
Location: Austin, TX (Remote - must be local to the Austin area)
Our client is looking for a dynamic, energetic Helpdesk Support Analyst who welcomes all tasks with a smile and a positive attitude! The ideal consultant will enjoy the challenge of working on multiple projects with limited supervision and have the ability to successfully use initiative and independent judgment in a face-paced environment.
Required Experience Associate's Degree in Computer Science or related field preferred
5+ years of experience in the IT field or related area with 4+ years' experience in a Help Desk/Service Desk support environment
Prior experience working in a large enterprise or government entity is preferable
Strong experience working with Help Desk software, (e.g. ticketing systems, knowledge bases)
Ability to interface with all levels of the organization and understanding overall best practices
Proficiency with SharePoint Lists, Microsoft O365 applications
Preferred experience with Remedy / BMC Helix
Excellent communications skills (verbal and written)
Effective time management skills
Passion to provide outstanding customer service
Sound troubleshooting technical skills with an aptitude for problem solving
Ability to work independently towards goals
Highly motivated and flexible
Excellent work ethic and highly organized
Duties: Receive incident request calls from external users and perform documentation in Helix system
Evaluate bugs, failures, and systemic problems and document necessary steps for resolution
Install applications, hardware, parts, and/or equipment
Perform support analysis including: troubleshooting, diagnosis and repairing products
Communicate ongoing problems and fixes internally and with customer
Ensure resolution of incidents per department guidelines and service level agreements
Monitor open tickets and escalate as necessary to appropriate team
Consider site-specific information like hardware, operating systems, and user requirements to appropriately resolve problems
Report on product and service problems and guide customers on product features, product selection, configuration and implementation
Propose updates to process and procedures to ensure future efficiency in ticket/call volume completion
Genius Road, LLC is proud to be a Certified Women's Business Enterprise, an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit and business need.
