SharePoint Support Specialist

3 weeks ago


Austin, Texas, United States Genius Road, LLC Full time
SharePoint Support Analyst

We are seeking a highly skilled SharePoint Support Analyst to join our team at Genius Road, LLC. As a key member of our IT department, you will be responsible for providing top-notch support to our clients and ensuring the smooth operation of our SharePoint systems.

Key Responsibilities:
  • Receive and respond to incident requests from clients, documenting all interactions in our Helix system
  • Evaluate and resolve bugs, failures, and systemic problems, documenting necessary steps for resolution
  • Install and configure applications, hardware, and software as needed
  • Perform support analysis, including troubleshooting, diagnosis, and repair of products
  • Communicate ongoing problems and fixes internally and with clients
  • Ensure resolution of incidents per department guidelines and service level agreements
  • Monitor open tickets and escalate as necessary to the appropriate team
  • Consider site-specific information, such as hardware, operating systems, and user requirements, to resolve problems effectively
  • Report on product and service problems and guide clients on product features, selection, configuration, and implementation
  • Propose updates to processes and procedures to ensure future efficiency in ticket/call volume completion
Requirements:
  • 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
  • Strong proficiency with SharePoint Lists, Microsoft O365 applications
  • Prior experience working in a large enterprise or government entity is preferable
  • Strong experience working with Help Desk software, such as ticketing systems and knowledge bases
  • Ability to interface with all levels of the organization and understand overall best practices
  • 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

Genius Road, LLC is an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications, merit, and business need.



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