Sr. Helpdesk Analyst

Creative Solutions Services, LLC; Dallas (TX); On-site; USD 65,000 - 100,000; Full time

Job summary

Creative Solutions Services, LLC, a large financial firm client, seeks a Senior Helpdesk Analyst for on-site desktop support in Dallas, TX. This contract role requires working five days a week in the office to support employees and contractors with Windows, O365, mobile devices, and peripherals.

You will troubleshoot issues, manage conference room tech, assist with device installs and moves, and document inquiries while collaborating with partners to ensure quick, lasting resolutions and

Qualifications

• Senior-level helpdesk experience required.
• On-site desktop support for Windows, O365, mobile, and peripherals.
• Experience with diagnostic tools and ticketing systems.

Responsibilities

• Resolve hardware/software incidents for on-site and remote users.
• Support conference room technology and troubleshooting.
• Assist with device installs, moves, and managed print setup.
• Document inquiries and coordinate responses to ensure client satisfaction.
• Escalate issues per defined procedures as necessary.

Skills

Problem solving

Ticketing systems

Remote support

Windows OS

Office 365

Tools

Splunk

Aternity

NexThink

ServiceNow

Python

PowerShell

Job description

Contract position with a large financial firm.

Senior level Helpdesk Analyst.

in the office - 5 days / week in Dallas, TX

Your Team & Role:

This role is to provide on-site (5 days/wk) Desktop Support (e.g., Windows, O365, mobile, peripherals, laptops) for employees and contractors. Dallas is the primary work location. In addition to applied technical expertise and experience, you will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, strong business insight, an inclusive leadership attitude and a continuous focus on learning.

Here is What You Can Expect on a Typical Day:

• Resolves technical issues from incoming hardware/software incidents for on site and remote users.
• Provides assistance with conference room technology (pre-meeting testing and in-meeting troubleshooting)
• Assists with device installation or moves (disconnect/reconnect), managed print setup and troubleshooting, mobile device configuration, and troubleshooting
• Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.
• Exercises judgment within defined procedures and practices to determine appropriate action, escalates, as necessary.

The Skills & Expertise You Bring:

• Strong knowledge of diagnostic tools (Splunk, Aternity, NexThink) and ticketing applications (ServiceNow)
• Proficiency with computer software and hardware
• Ability to troubleshoot client problems by identifying the symptoms, reviewing documentation, asking smart questions, consulting technical partners as needed, with the goal of quickly resolving the reported issue and following up to ensure long term success of the solution.
• Ability to use remote access tools to interact with client's computer, search through files and install software drivers to resolve issues
• Experience or familiarity in using modern programming languages such as Python, Powershell, and APIs to gather device information and use this information to proactively address compliance issues on devices, automate administrative tasks and provide on demand troubleshooting scripts.

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