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Help Desk Support Analyst

4 months ago

Austin, United States Genius Road, LLC Full time
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.