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Brandon Burke

IT Recruiter at IDR, Inc.
4.75
from 59 reviews
93% highly recommended

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Job
Senior Programmer Analyst – Help Desk Triage
Sacramento, California, United States
CONTRACT
TERMS: contract
START DATE: 4/11/25
IDR is seeking a dynamic and experienced Senior Programmer Analyst – Help Desk Triage to join one of our top clients for an opportunity in Sacramento, CA. If you are looking for an opportunity to join a large organization and work within an ever-growing team-oriented culture, please apply today! Responsibilities:

  • Develop and implement strategic plans for the help desk triage function to align with business objectives.

  • Establish, document, and continuously improve triage protocols and procedures.

  • Lead the triage of incoming help desk tickets, ensuring timely categorization, prioritization, and routing.

  • Manage escalations for complex or high-impact issues, ensuring prompt attention from the appropriate technical teams.

  • Monitor help desk performance metrics and KPIs to evaluate process effectiveness and identify improvement opportunities.

  • Generate dashboards and reports for senior leadership, highlighting trends, key metrics, and recommendations.

Requirements:

  • Proven experience in Help Desk implementation and management.

  • Strong expertise in triage processes and protocols.

  • Demonstrated ability to lead and optimize help desk operations.

  • Experience working with cross-functional technical and business teams.

  • Excellent communication, reporting, and stakeholder engagement skills.

  • Strong analytical and problem-solving abilities.

  • Familiarity with help desk tools, ticketing systems, and service management frameworks (e.g., ITIL) is a plus.

What’s in it for you?
  • Competitive compensation package
  • Full Benefits; Medical, Vision, Dental, and more!
  • Opportunity to get in with an industry leading organization.
Why IDR?
  • 20+ Years of Proven Industry Experience in 4 major markets
  • Employee Stock Ownership Program
  • Dedicated Engagement Manager who is committed to you and your success.
  • Medical, Dental, Vision, and Life Insurance
  • ClearlyRated’s Best of Staffing® Client and Talent Award winner 10 years in a row

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