Helpdesk Analyst at Mastech Digital

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking a Helpdesk Analyst for our client in the Retail domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Contract position, and the client is looking for someone to start immediately.

Duration: 6+ Months Contract

Location: Onsite in Irving, TX

Role: Helpdesk Analyst

Primary Skills: L3 Helpdesk

Role Description: The Helpdesk Analyst must have at least 3+ years of experience. 

Qualifications:

- L3 Helpdesk Skillset: Possess a strong L3 Helpdesk skillset with the ability to troubleshoot and resolve issues effectively.

- Analytical Skills: Demonstrate strong analytical and problem-solving skills, with the ability to draw conclusions from data and logs.

- Communication: Excellent communication skills, both written and verbal, with the ability to communicate technical information in a clear and understandable manner.

- Team Player: Collaborative attitude with the ability to work well in a team environment and coordinate with various stakeholders.

- Technical Proficiency: Familiarity with tools such as logz, Newrelic triage is preferred. Basic understanding of IT infrastructure and systems and also need some python knowledge write some automation scripts.

- Adaptability: Ability to adapt to a fast-paced and dynamic work environment, prioritizing tasks efficiently.

Responsibilities:

- Hypercare Escalations: Efficiently handle day-to-day Hypercare escalations, ensuring timely resolution and minimizing impact on operations.

- Dashboard and Alert Review: Regularly review dashboards and alerts to identify potential issues and take proactive measures to address them.

- Email Escalations: Field and respond to email escalations promptly, providing clear and concise communication to internal stakeholders and clients.

- Triage in Logz/Newrelic: Utilize tools like logz and Newrelic triage to perform basic triage, drawing conclusions from data and logs to troubleshoot and resolve issues.

- Collaboration: Work closely with L2 Helpdesk and other cross-functional teams to escalate and resolve complex issues that require higher-level expertise.

- Documentation: Maintain comprehensive documentation of incidents, resolutions, and best practices to facilitate knowledge sharing within the team.

Education: Bachelor’s degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent 

Experience: Minimum 3+ years of experience

Relocation: This position will not cover relocation expenses

Travel: No

Local Preferred: Yes

Note: Must be able to work on a W2 basis (No C2C)

Recruiter Name: Bharat Bhadoria

Recruiter Phone: 412-530-0723

Equal Employment Opportunity 

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