Full-Time
Helpdesk Analyst L1
Collabera
5,001-10,000 employees
IT staffing and digital talent solutions
No salary listed
Morrisville, NC, USA
In Person
24/7 rotational shift required.
 Customer Experience & Support (1) |
|---|
- At least 6 months of helpdesk experience (PC troubleshooting)
- Exceptional communication and customer handling skills
- Experience working with a ticketing system
- Basic Understanding of Windows XP/Windows 7
- Basic Understanding of Email configuration and support on Microsoft Office tools
- VPN troubleshooting and Incident Management
- Basic Understanding of Microsoft Office products including Excel, Word, and PowerPoint
- Basic Understanding of Network concepts
- Basic Understanding of Active Directory
- Basic Understanding of troubleshooting mobile devices
- Independently resolve tickets within service level agreements and adhere to standard operating procedures/work instructions
- Follow the escalation process
- Follow the shift hand-over process
- Update work logs
- Update the knowledge base
- Coaching freshers to be independent
- Coaching analysts for correct routing of tickets and capturing critical information
- Technically upgrade across versions of the environment when required
- Adhere to organizational policies and procedures
- Should work in 24/7 rotational shift timing
- Should resolve technical problems over phone/chat or remote systems support
- Independently resolve tickets within service level agreements and adhere to standard operating procedures/work instructions
- Follow the escalation process
- Follow the shift hand-over process
- Update work logs
- Update the knowledge base
- Coaching freshers to be independent
- Coaching analysts for correct routing of tickets and capturing critical information
- Technically upgrade across versions of the environment when required
- Adhere to organizational policies and procedures
- Should resolve technical problems over phone/chat or remote systems support
Collabera is a global digital talent solutions firm that provides information technology consulting and professional staffing services. It helps clients meet resourcing needs through a mix of staff augmentation, direct placement, talent development, and a global remote talent platform, with access to over 14 million professionals. The company is moving from a traditional people-placement model to a digital engineering focus, investing in AI and data analytics and forming partnerships with technology leaders like Salesforce, AWS, and Microsoft. Its services support on-site, hybrid, or remote roles across industries such as banking, technology, healthcare, manufacturing, and more, targeting Fortune 500 and Global 1000 enterprises. The goal is to scale flexible talent solutions and digital engineering capabilities to help clients transform their workforces amid technological disruption.
Company Size
5,001-10,000
Company Stage
Late Stage VC
Total Funding
$30M
Headquarters
Morristown, New Jersey
Founded
1991
Simplify's Take
What believers are saying
- Enterprise AI-driven hiring adoption accelerates demand for Collabera's CAIU bias mitigation solution.
- New CEO Mike Fromhold drives strategic pivot toward higher-margin digital engineering and consulting services.
- Fortune 500 client base across banking, healthcare, tech expands as workforce transformation accelerates post-2024.
What critics are saying
- CAIU's historical bias perpetuation triggers DOJ algorithmic discrimination investigation within 12-24 months.
- Generative AI tools collapse entry-level developer demand, eliminating 40-60% of Collabera's staffing volume.
- AB5-style contractor reclassification laws eliminate cost arbitrage underpinning staff augmentation margins by 2027.
What makes Collabera unique
- CAIU platform embeds AI accountability layer with confidence scoring and bias detection automatically.
- 30 years of hiring data and 14 million professional network enable scale unmatched by competitors.
- Global delivery centers in India, UK, Australia, and Southeast Asia provide cost-effective talent access.
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Benefits
Remote Work Options
Flexible Work Hours
Health Insurance
Dental Insurance
Vision Insurance
Paid Vacation
Paid Sick Leave
Paid Holidays
401(k) Retirement Plan
401(k) Company Match
Wellness Program
Mental Health Support
Conference Attendance Budget
Professional Development Budget
Training Programs
Stock Options
Company Equity
Remote Work Options
Phone/Internet Stipend
Home Office Stipend
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
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↑ 0%Prajna joined Collabera in July 2022 as Director, People & Culture, where she crafted and implemented talent and HR strategies for the entire Global Delivery Center (GDC).
Basking Ridge-based Collabera on Friday announced it appointed a new CEO, Mike Fromhold. As a staffing and talent solutions leader with more than 15 years of experience, Fromhold brings extensive knowledge of the industry and a clear understanding of the changes transforming today’s complex talent market.Throughout his career, Fromhold, a graduate of Penn State University, held several high-profile roles in sales, operations and executive management, including president of Insight Global’s $2.7 billion Technology Division Fitness Laboratory.In his new role, Fromhold will lead the executive team and oversee all aspects of Collabera’s strategy and operations. Sham Patel, a company founder and executive with Collabera for over 25 years, will step into a chief mentor role, working closely with him and the leadership team during this transition period.“Mike is a leader of deep integrity who believes that our people are the focus of everything we do,” Karthik Krishnamurthy, Collabera Holdings’ group CEO, said. “I was genuinely moved by his commitment to tread the right path, no matter how hard it may seem. His industry knowledge, expertise, determination and approach to collaboration across the company prepares him well for this critical position. I look forward to Collabera’s continued success under Mike’s leadership.”
Collabera is excited to announce it is joining forces with The Leukemia & Lymphoma Society's (LLS) Light The Night campaign to bring light to the darkness of cancer through research and cures.