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Technical Support Analyst

2 months ago

Boston, Massachusetts, United States Guggenheim Partners Full time

The IT Help Desk Technician plays a crucial role in delivering technical assistance and support to users regarding their computing environments, including software applications and hardware components. This role requires effective problem-solving skills, the ability to manage support requests, and a commitment to maintaining high customer satisfaction levels.

Key Responsibilities:

  1. Technical Assistance:
    • Deliver first-line technical support to users through various communication channels.
    • Identify and rectify hardware, software, and connectivity issues.
    • Support the setup, configuration, and upkeep of computer systems and associated devices.
    • Guide users through troubleshooting procedures and offer effective solutions.
  2. Incident Management:
    • Log and monitor service requests and incidents in the support ticketing system.
    • Prioritize and oversee multiple active tickets, ensuring prompt resolution.
    • Refer complex problems to advanced support teams or appropriate departments when necessary.
    • Document solutions and enhance knowledge base entries for future reference.
  3. Client Relations:
    • Engage with users in a clear and professional manner, ensuring a positive support experience.
    • Provide timely updates to users regarding their inquiries and issues.
    • Educate users on best practices and preventive measures to mitigate future problems.
  4. System Oversight and Maintenance:
    • Monitor system performance and proactively identify potential issues.
    • Conduct routine maintenance tasks, including software updates and security patches.
    • Assist in backup and recovery operations to safeguard data integrity.
  5. Ongoing Development:
    • Stay informed about emerging technologies and industry advancements.
    • Engage in training and professional growth opportunities.
    • Provide insights and recommendations for enhancing support processes and practices.

Qualifications:

  • Education: [Bachelor's degree in Information Technology, Computer Science, or a related discipline preferred. Equivalent professional experience may be accepted.]
  • Experience: [1-3 years in a technical support or help desk capacity.]
  • Technical Proficiencies:
    • Expertise in Windows and/or Mac operating systems.
    • Familiarity with common software applications and diagnostic tools.
    • Basic knowledge of networking principles and hardware components.
    • Experience with help desk ticketing systems and remote support applications.
  • Interpersonal Skills:
    • Exceptional verbal and written communication capabilities.
    • Strong analytical and problem-solving skills.
    • Ability to thrive under pressure and juggle multiple responsibilities.
    • Customer-oriented with a professional and approachable demeanor.
  • Certifications: [Relevant certifications such as CompTIA A+, ITIL, or similar are advantageous.]

Working Environment:

  • Primarily office-based with potential for remote assistance as required.
  • May involve occasional after-hours or weekend support for system maintenance or urgent issues.

Benefits:

  • [Outline benefits, including health insurance, retirement plans, and opportunities for professional development.]
Required qualifications:
  • Legally authorized to work in the United States.
Preferred qualifications:
  • 16 years or older.