Helpdesk Analyst

The Helpdesk Analyst will be providing internal support to colleagues both in the office and remote via phone and email communication. 
Responsibilities include:

• Assisting new colleagues with initial login and system access.
• Escalating priority support issues to senior staff and or corporate technology groups.
• Prioritizing and scheduling work as necessary to maintain department service level agreements.
• Assisting others to enhance team productivity.
• Maintaining and monitoring the department mailbox.
• Updating and maintaining tickets in a timely fashion.
• Working within a small or large systems team and contributing independently.
• Working with both internal and external group teams.
• Adhering to department policies and procedures.
• Maintaining a positive working relationship with business lines and other departments throughout the organization.

Required Skills/Experience:

• Must be willing to work onsite 5 days a week.
• Must be team orientated, have a strong service orientation, and possess strong oral and written communication skills.
• Ability to prioritize and multi-task effectively while working in a fast-paced demanding environment.
• Strong Customer Service skills.
• Strong analytical and troubleshooting skills.
• Physical ability to carry up to 50lbs.
• 5+ years of PC/laptop hardware experience.
• 3+ years of Customer Services.
• 3+ years of printer experience.
• 3+ years supporting users in a remote/help desk environment.
• 3+ years support Windows 7/10 in a corporate environment.
• 3+ years MS O365 support experience.
• A+ certification is a plus.

About Harvard Partners Trusted IT Advisors:

Harvard Partners is a management consulting firm focused on helping companies more effectively leverage their IT investment. We engage with the C-Suite and Technology Team to help them better understand their IT infrastructure and process in order to align the technology strategy and organization to reach the firm’s strategic business goals.Some of our practices include:• Program/Project Management and "PMO as a Service"• IT Assessments• Business Continuity/Disaster Recovery• Optimized Infrastructure• Concierge Managed Services• Data Center Strategy, Transformation, and Migration• Cloud Management Programs• Security Assessments and Remediation• Staffing, technical & tacticalWorking with the client’s staff, vendors, and consultants, we deliver supportive and collaborative engagements where direct dialog, simplified reporting, productive meetings, and clear responsibility and accountability encourage active participation resulting in consensus-based business outcomes.

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