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Help Desk Support Analyst #2202
Remote Austin, Texas · Information TechnologyHelpdesk 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
Duties:
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.
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.