Hybrid Helpdesk Support Analyst

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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.