Swoon is hiring: Helpdesk Analyst in Durham
Swoon, Durham, NC, US
Job Description
Swoon is currently looking for a Helpdesk Analyst for a major company in the US
- Location: Durham, NC
- Duration: 12 Months
- Pay Rate: $21/h
Responsibilities:
Handles requests and escalations via IT ticketing, email, Slack, or phone for complex computer issues; assesses severity, troubleshoots, resolves, or refers to technical staff; trains Tier 1 techs and creates knowledge articles.
Assists in acquiring, installing, upgrading, and maintaining workstations, laptops, and software; configures systems for new users and manages hardware/software asset lists.
Provides quality customer service to Avalara staff; designs processes to enhance support experience and self-service; coordinates communication between users and IT teams.
Maintains ticket tracking systems and documentation for efficient help desk operations; identifies trends and seeks process efficiencies.
Escalates advanced technical issues, collaborates with system owners to resolve problems impacting end users.
Swoon handles the staffing need of over 80 Fortune 500 clients.
We have won Best and Brightest Companies to Work for in the Nation Award 6 years in a row.
Swoon was also awarded the Inc. 5000 Fastest Growing Private Companies in the US from 2016 – 2020.