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Helpdesk Support Analyst
Part Time
Posted on 6/22/2022
Jackson Township, NJ, USA
Experience Level
Desired Skills
  • Good understanding of IT Networks
  • Advanced hardware/software troubleshooting and multi-tasking skills
  • Strong client-facing and communication skills (both written and verbal)
  • An energetic, supportive, and collaborative team player
  • Able to work in shifts, with availability to work during evenings and weekends including holidays
  • Basic System monitoring experience
  • Experience using a ticket logging system
  • Working knowledge of Office 365
  • High level of time management skills, organizing capabilities
  • Good analytical and problem-solving skills
  • Comfortable with meeting the challenges of tight deadlines and prioritizing workload
  • High comfort level working in a diverse environment
  • A high school diploma with technical training
  • 2 years of prior technical customer support experience
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
  • Respond to queries via phone, email, or chat
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems
  • Help drive hardware/software operational set up at installation sites
  • Assist system users remotely or a small number of cases on-site for events as directed
  • Ensure all issues are logged, tracked, and resolved using the applicable service desk application
  • Adhere to help desk metrics ensuring that SLA's are met
  • Escalate issues as appropriate and work with the development team to address issues within the relevant SLA's
  • Assist in the creation of training material, help guides, installation guides and other product support material
  • Assist in an annual user training program ensuring all system users meet the minimum competency requirements
  • Assist with checklists, hardware maintenance schedules and other processes to enable the help desk operation as applicable
  • Other tasks as directed by line manager
Desired Qualifications
  • Previous helpdesk or technical support experience
  • Working knowledge of basketball rules (further training can be provided)
  • Experience providing user training sessions on various software applications
  • Willing to travel nationally and internationally to support event operations
Genius Sports

1,001-5,000 employees

Sports data and technology