Seasonal Helpdesk Analyst

Seasonal Helpdesk Analyst role in Fairfield, IA (onsite) focused on first-level support, troubleshooting, and issue ownership from intake through resolution.

Responsibilities

• Act as the first point of contact for customer issues and communicate resolutions
• Escalate unresolved queries to the next tier of support using the proper process
• Track, route, and redirect problems to the correct resources
• Guide customers through the troubleshooting and problem-solving steps
• Follow up with customers, gather feedback as needed, and ensure issues are seen through to resolution
• Apply strong customer service practices to meet and exceed customer expectations
• Participate in the after-hours and weekend on-call rotation
• Record, document, and close out support tickets appropriately
• Recommend procedure modifications or improvements based on recurring issues and support observations

Requirements

• Proven working experience providing help desk support (preferred)
• Working knowledge of help desk software and remote control tools
• Strong client-facing skills and clear communication
• Advanced troubleshooting abilities and multi-tasking skills
• Customer service-oriented attitude

Benefits

• 401(k)
• 401(k) matching
• Employee discount
• Paid time off

Pay

• USD 45,000 - 47,000 per year

Work Location

• In person
• Fairfield, IA