Help Desk Analyst

7 days ago

Dallas, Texas, United States Paymentus Full time
Job Title: Help Desk Analyst

We are seeking a skilled Help Desk Analyst to join our team at Paymentus. As a Help Desk Analyst, you will be responsible for providing technical support and assistance to our end-users, ensuring that their computing systems and applications are running smoothly and efficiently.

Key Responsibilities:
  • Provide technical support and assistance to end-users via phone, email, and in-person
  • Troubleshoot and resolve technical issues with desktop operating systems, printers, and third-party applications
  • Administer and troubleshoot Windows and Mac systems
  • Diagnose and repair desktop operating systems, printers, and third-party applications
  • Follow all incident and change management practices through successful resolution of events
  • Create and manage all issues through a ticketing system with clear and concise updates throughout each event
  • Document processes and procedures as required
  • Investigate and research improvements on existing workflows to improve efficiency
  • Train team members and other associates as required
Requirements:
  • 2-3 years of experience supporting Service Center environments
  • 1-2 years of experience supporting helpdesk type environments
  • 2-3 years of experience with Windows and MAC administration
  • 2-3 years of experience with standard trouble ticketing systems
  • 2-4 years of experience directly supporting a large/diverse customer base
  • Experience with Google Workspace / G-suite
  • Experience with Microsoft Office Products, especially Excel and Outlook
  • Experience with the use of remote assistance and monitoring tools
  • Working technical knowledge of current protocols, operating systems, and standards, including wired, VPN and Wi-Fi Networking
Education:
  • Bachelor's Degree from an accredited University, or equivalent experience
  • Industry certifications, ITIL a plus
Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands:

This role requires sitting or standing at a computer workstation for extended periods of time.

Position Type/Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 40 hours per week. Occasional evening and weekend work may be required as job duties demand.

Travel:

No travel is required for this position.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.

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