Helpdesk Analyst

Bayside Solutions; Dublin (CA); On-site; USD 42,000 - 52,000; Full time

Job summary

Bayside Solutions is seeking a Help Desk Support professional to provide first-line IT assistance to users in a fast-paced environment. The role involves handling calls, emails, and on-site requests, with escalation as needed to ensure timely resolutions.

The ideal candidate will demonstrate strong troubleshooting skills, customer service orientation, and experience with incident/ticket management. This position may require after-hours pager support during assigned weeks.

Qualifications

• Help desk and technical support experience.
• Familiarity with ticketing systems and incident management.

Responsibilities

• Provide helpdesk support by answering, evaluating, and prioritizing incoming requests.
• Follow up on open tickets and coordinate resolution with IT staff.
• Provide daily software and hardware support for user requests.
• Identify, research, and resolve software/hardware problems.
• Use administrative tools to unlock user accounts and perform maintenance.
• Log calls and follow up on open tickets in the call tracking system.
• Escalate issues when appropriate.
• Coordinate software/hardware support, installation and maintenance.
• Coordinate daily tasks with the Help Desk Supervisor.

Skills

Help desk

Technical support

IT support

Troubleshooting

Incident management

Ticket management

Customer service

Job description

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, escape 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.

Desired Skills and Experience

Help Desk Support, Technical Support, IT Support, Hardware Support, Software Support, Application Support, Telephone Support, Email Support, In-Person Support, Incident Management, Ticket Management, Call Tracking Systems, Troubleshooting, Problem Resolution, User Account Administration, Account Unlocks, Hardware Installation, Software Installation, Equipment Maintenance, Issue Escalation, User Support, After-Hours Support, System Rollouts, Software Upgrades, IT Projects, Customer Service, Prioritization

Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Additionally, candidates for this position must qualify as a W2 candidate.

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