IT Support Analyst - Contract

Ref#: 15108

Function: IT

Location: US, CA, San Mateo

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ENABLING THE DIGITAL WORLD

OpenText enables the digital world as the global leader in Enterprise Information Management, both on premises or in the cloud. We embrace all things digital and are committed to being the Best Place to Work for our Employees in over 140 locations around the world.

We obsess over our customers to ensure they are wildly successful in embracing the Digital World. Our customers entrust us with their most important information, we need to be their most trusted partner. What we do, we do well. What we create, we do purposefully to impact the world. If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.


The Opportunity:

 As an IT Service Desk Specialist, you will provide first and second level support to employees, ensuring delivery of consistent quality and customer service across the organization.  You will assist office based employees as well as virtual staff, with efficient and effective use of desktop applications and enterprise systems / applications.

You are great at:
 
•Managing the whole lifecycle of a support case for our employees.

•Tracking both virtual and office-based staff via phone and ticketing system.

•Troubleshooting complex tickets including escalation to subject matter experts.

•Deploying and recovering desktops and laptops and ordering of IT equipment and peripherals.

•Advanced troubleshooting for all types of technical inquiries, service requests and issues involving computers, network, smartphones / tablets, AV systems, enterprise applications / systems.

What it takes:

•Excellent customer service orientation and interpersonal skills including excellent English written and verbal communication.


•Skills supporting a highly distributed and mobile customer environment.


•Ability to interface confidently with executive and external customers.


•Strong problem solving and independent decision making abilities.


•Proficient with both MAC and all Windows operating system software and hardware.


•Capable of handling a challenging, fast-paced, real-time environment with strong and quick troubleshooting capabilities.

Work Environment:

•Standard 40-hour work week with regular business hours of 8:30am- 5:00pm PST


•There may be a requirement to manage email outside of business hours for business needs


•Participate in the 24 x 7 on-call schedule rotation


•Minimal travel may be required

At OpenText we understand and value diversity in our employees and we are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. We draw on our diversity and collective genius as we continue to shape a better future for our customers and be the Best Place to Work for our employees- nothing is off the table at OpenText. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com

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