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Helpdesk Analyst

  • California, Aliso Viejo

  • 05/12/2026

  • Contract

  • Active

Job Description:

  • Job Summary
    We are seeking a Helpdesk Analyst with strong voice and non-voice communication skills to provide Level 1 technical support to end users. The ideal candidate will assist users with browser-related issues, mobile application support, and general troubleshooting while delivering excellent customer service in a fast-paced support environment.
    This role requires strong communication skills, technical troubleshooting abilities, and adherence to operational schedules and support processes.

    Key Responsibilities
    • Provide Level 1 technical support through voice and non-voice channels.
    • Troubleshoot browser-related issues including cache, cookies, and application access problems.
    • Support users with mobile application troubleshooting and basic technical issues.
    • Respond to support requests in a timely and professional manner.
    • Document incidents, resolutions, and troubleshooting steps accurately.
    • Escalate unresolved technical issues to appropriate support teams when necessary.
    • Maintain high levels of customer service and user satisfaction.
    • Follow established operational processes, attendance requirements, and support procedures.
    • Collaborate with internal teams to ensure efficient issue resolution and service continuity.

    Required Qualifications
    • Experience working in a Helpdesk or Technical Support environment.
    • Strong voice and written communication skills.
    • Hands-on experience with Level 1 troubleshooting for browsers, cache, cookies, and mobile applications.
    • Basic understanding of technical support processes and incident management.
    • Strong problem-solving and customer service skills.
    • Ability to work scheduled shifts between 8:00 AM – 8:00 PM EST.
    • Ability to work independently and manage support tasks effectively.
    • Reliable internet connectivity and power backup when approved for remote work.

    Preferred Qualifications
    • Experience supporting customer-facing technical environments.
    • Familiarity with ticketing and support management tools.
    • Experience working in remote or hybrid support environments.

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