Openings >> Help Desk Analyst
Help Desk Analyst
Summary
Title:Help Desk Analyst
ID:1486
Department:Facilities/Administration
Location:Boston, MA
Description

The Help Desk Analyst is responsible for working on a small IT team that supports over 300 users. This position is responsible for assisting our users, as well as coordinating and communicating the resolution of hardware and software problems in a multi-site, multi-platform environment. Developing new procedures and guidelines for department to follow.

Job Functions:

  • Keep updated inventory spreadsheet.
  • Answer, evaluate and prioritize incoming tickets, v/e-mail and in-person requests for hardware, software, networking and other computer related technology problems.
  • Detects, investigates, and assists in the timely resolution of system failures.
  • User onboard training
  • Providing timely response, resolution, and follow-up to user support issues, regionally.
  • Generates reports on a daily, weekly, and monthly basis as defined by manager.
  • Utilizes diagnostic software packages to identify software/hardware problems and confers with internal technical support to affect solutions.
  • Provides training and guidance to user base.
  • Log and update calls through “opened” and “closed” trouble tickets using Help Desk system and maintain history records and related problem documentation.
  • Analyze and evaluate incident reports and make recommendations to reduce help desk incident rate.
  • Install or assist users in installation of hardware and peripheral components such as monitors, monitor arm’s, keyboards, PC mountings, wire management, printers, and disk drives in Red Thread office.
  • Set-up and configure computers, including laptops. Load specified software packages such as operating systems, word processing, or spreadsheet programs into computer.
  • Clone and configure PC via standard software build kit. Support the relocation of employees throughout the showroom and branches.
  • Assist with documentation of existing systems and new applications that are rolled out.
  • Coordinate activities with help desk, network services, or other Information Systems groups.

Qualifications

Skills & Abilities:

  • Strong working knowledge of various hardware platforms like HP, and Lenovo, ability to create desktop image.
  • Strong working knowledge of Office 365, MS Office, MS Windows 10, smartphones, desktop, and connectivity troubleshooting.
  • Excellent verbal and written skills
  • Strong analytical abilities, good problem-solving skills and follow-through
  • Enthusiastic individual with profession appearance and strong desire to provide quality support and customer service.

Level of Education/Training/License:

  • Associates in Business / Computer Science or equivalent work experience

Experience:

  • Five or more years of related experience in an IT department

Personal Attributes

  • Excellent written, oral, and interpersonal communication skills, with the ability to effectively communicate with individuals from all organizational levels on highly technical issues.
  • Ability to conduct, direct, and analyze research on IT issues and products.
  • Ability to present ideas in business-friendly and user-friendly language to all levels of employees.
  • Highly self-motivated, self-directed, and attentive to detail.
  • Ability to lift and transport moderately heavy objects, such as computers and peripherals.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Ability to handle crisis management in calm, controlled manner – prioritizing tasking, issuing assignments, juggling multiple tasks and maintaining control at all times.
  • Extensive experience working in a team-oriented, collaborative environment.
  • Ability to travel independently to offices located in the Northeast.
This opening is closed and is no longer accepting applications
ApplicantStack powered by Swipeclock