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