Job Title

Helpdesk AnalystW2 ContractSalary Range: $52,000 - $62,400 per yearLocation: Dublin, CA - Onsite RoleJob Summary:This Helpdesk Technician position focuses on telephone support for corporate users, distribution center users, and retail store employees. We require someone flexible and able to work various shifts during a Monday to Friday work week.Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.Duties and 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 a timely resolution, provide or coordinate basic support, installation services, and maintenance of hardware equipment, and 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 hardware support to telephone, email, and in-person requests for assistance from users.Identify, research, and resolve software and 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 systemEscalating issues when appropriateProvide or coordinate software and hardware support, installation services, and maintenance.Coordinate daily job tasks and responsibilities with the Help Desk Supervisor.Requirements and Qualifications:Ticketing experience: Remedy, Service Now, etc.Windows support experienceMicrosoft Office proficiencyExcellent customer service skillsComfortable in a fast-paced, enterprise-level environmentDesired Skills and ExperienceHelpdesk, Remedy, Service Now, Windows, Microsoft Office, hardware, softwareBayside Solutions, Inc. may collect your personal information during the position application process. Please reference Bayside Solutions, Inc.'s CCPA Privacy Policy at .