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Bayside Solutions · 1 week ago

Helpdesk Analyst

Tracy, CA

Contract

Onsite

New Grad, Entry Level

$56K/yr - $67K/yr

Bayside Solutions is seeking a Helpdesk Analyst to provide support to users through various channels. The role involves managing helpdesk requests, resolving software and hardware issues, and coordinating with IT staff for timely resolution of problems.

Information TechnologyStaffing AgencyTelecommunicationsVirtual Reality

Growth Opportunities

No H1B

Responsibilities

Provide helpdesk support by answering, evaluating, and prioritizing incoming telephone, voicemail, and email requests for assistance from users

Follow up on open tickets from the Help Desk call tracking system, escalate problems to other IT employees (when appropriate) to obtain timely resolution, provide or coordinate basic support, installation services, and maintenance of hardware equipment, provide after-hour (pager) support during assigned weeks, and participate in departmental projects and programs (which include rollouts, upgrades, and modifications)

Provide daily software and/or hardware support to telephone, email, and in-person requests for assistance from users

Identify, research, and resolve software/hardware problems

Use various administrative tools to perform tasks such as unlocking locked accounts

Responsible for logging calls and following up on open tickets in the call tracking system

Responsible for escalating issues when appropriate

Responsible for providing or coordinating software/hardware support, installation services, and maintenance

Coordinate daily job tasks and responsibilities with the Help Desk Supervisor

Qualification

Helpdesk supportServiceNowRemedyCustomer serviceTicket managementHardware troubleshootingSoftware troubleshootingDesktop supportEmail supportTelephone supportIn-person technical supportAfter-hours on-call supportIssue documentationIT project supportCross-team coordinationFast-paced environment experience