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Help Desk Analyst - ENTERPRISE Company in Costa Mesa, CA at Vaco

Date Posted: 4/9/2019

Job Snapshot

Job Description

HelpDesk Analyst - Enterprise Company

Location: Costa Mesa

Duration: Contract/Contract to Hire



  • Experience: One year experience in an IT support department/help desk role, providing telephonic end-user support and/or minimum of two years as a restaurant manager expert in use of restaurant computer systems, preferably in the restaurant/retail industry with multi-units.
  • Education: High school diploma or equivalent (GED) is required. BA/BS degree in Information Technology or related degree preferred.
  • Driving/Vehicle: Valid driver's license required.
  • Computer Software Skills: Microsoft Office Excel, Word, Outlook, PowerPoint, Access and the internet. Must be skilled with troubleshooting and problem solving a multitude of computer problems. Proficiency with setting up and maintaining software and hardware connections is required.


  • Answers, evaluates and prioritizes incoming telephone, voice/e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies.
  • Logs and tracks calls using problem management database, and maintains history records and related problem documentation.
  • Monitors and troubleshoots daily polling processes.
  • Calls software and hardware vendors to request service regarding defective products.
  • Performs level I troubleshooting for Helpdesk trouble tickets.
  • Supports new product implementation.
  • Interface with external vendors such as POS companies to resolve problems.
  • Document Helpdesk processes and FAQ documents for Helpdesk portal.
  • Consults with management to explain software errors or to recommend changes to programs.
  • Interacts professionally and ethically, constructively participating as a collaborative team member or leader in pursuit of common goals.