Technical Helpdesk Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver Technical Help Desk support for all customer-escalated issues and bugs, conducting ongoing research and investigation.

• Address inquiries via phone, email, and systematic alerts and monitoring.

• Generate and manage tickets for service requests, alerts, issues, and incidents, ensuring follow-through until service is restored.

• Accountable for researching and resolving alerts, problems, and incidents as they arise.

• Collaborate with Operations Management, Level 2, and Level 3 support personnel to ensure appropriate steps are taken to resolve issues and incidents.

• Must possess the capability to operate within a multi-system and multi-platform environment.

• Coordinate with application support staff to guarantee the monitoring of production systems.

• Responsible for adhering to procedures for processing batch files, troubleshooting file movement, and reporting errors.

⛳️ Requirements

• Minimum of 3 years of prior experience in a technical helpdesk role is required.

• Strong working knowledge of Linux (command line) is essential.

• Intermediate understanding of networking concepts and commands is necessary.

• Familiarity with connectivity, firewalls, and proxies is preferred.

• Ability to utilize operating system utilities effectively.

• Excellent communication, customer service, organizational, and troubleshooting skills are essential.

• Strong oral and written communication abilities, capability to work collaboratively in a team environment, and proficient customer interaction skills are desired.

• Knowledge of ITIL Service Management is desirable.

• Education: Associate or Bachelor’s degree in Computer Science or a similar technical field, or equivalent related work experience.

• Each year of relevant work experience may substitute for a year of college education, up to a maximum of two years.

🏝️ Benefits

• Health insurance coverage.

• Voluntary dental and vision programs.

• Life and disability insurance.

• A retirement savings plan.

• Paid holidays.

• Paid time off (PTO), vacation, and/or sick time.