Homeoffice Helpdesk Technician bei Karsun Solutions, LLC

Summary

We are seeking a Tier 1 Help Desk professional to provide first-line technical support for end users working with Business Intelligence (BI) tools including Power BI, Tableau, and Alteryx. The role will focus on troubleshooting user issues, managing service requests, escalating complex problems, and ensuring users can effectively leverage BI tools for reporting and analytics.

What You'll Do:

• Serve as the first point of contact for BI tool–related issues (Power BI, Tableau, Alteryx).
• Respond to user queries via ticketing system, email, or phone within defined SLAs.
• Assist users with login/access issues, permissions, and connectivity problems.
• Troubleshoot report/dashboard viewing issues, data refresh failures, and basic configuration errors.
• Provide basic guidance on tool usage and navigation.
• Document issues, resolutions, and escalation paths clearly in the knowledge base.
• Collaborate with Tier 2/Tier 3 support and BI development teams when required.
• Monitor scheduled reports and alerts for failures and escalate as necessary.
• Support onboarding of new users by guiding them through setup and access.
  
  

Required Qualifications:

• Requires a Bachelor's Degree in Information systems, business systems, management information systems, IT Management, or other IT degree and a minimum of 5 years of relevant experience
• 3-5 years of experience in IT help desk or technical support role.
• Familiarity with Power BI, Tableau, or Alteryx from an end-user or support perspective.
• Basic understanding of data visualization concepts (dashboards, reports, filters).
• Strong problem-solving and troubleshooting skills.
• Experience with ticketing systems (ServiceNow, Jira, or equivalent).
• Excellent communication and customer service skills.
• Ability to follow standard operating procedures (SOPs) and document solutions.
• Knowledge of Microsoft Office (Excel, Outlook, Teams).

The proposed salary range for this role is $****** to $******* USD. The salary range provided is a good faith estimate representative of all experience levels. Karsun considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.