Technical Support Analyst

1 week ago

Boston, Massachusetts, United States Guggenheim Partners Full time

The IT Help Desk Coordinator plays a crucial role in delivering technical assistance and support to users concerning their computing environments, software applications, and hardware devices. This role entails troubleshooting and resolving technical issues, managing service requests, and ensuring a high standard of user satisfaction. The ideal candidate will possess robust technical expertise, outstanding communication skills, and a commitment to customer service excellence.

Key Responsibilities:

  1. Technical Assistance:
    • Deliver first-line technical support to users through various channels including phone, email, chat, or face-to-face interactions.
    • Identify and rectify hardware, software, and network-related issues.
    • Support the setup, configuration, and upkeep of computer systems and associated peripherals.
    • Guide users through troubleshooting processes and provide effective solutions to technical challenges.
  2. Service Request Management:
    • Log and monitor incidents and service requests within the help desk ticketing system.
    • Prioritize and oversee multiple open requests, ensuring prompt resolution.
    • Refer complex issues to higher-level support or appropriate departments as necessary.
    • Document solutions and enhance knowledge base articles for future reference.
  3. User Engagement:
    • Communicate effectively with users, ensuring a positive support experience.
    • Provide users with updates regarding the status of their requests 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 before they affect users.
    • Conduct routine maintenance tasks, including software updates and security patches.
    • Assist with backup and recovery processes to maintain data integrity.
  5. Ongoing Development:
    • Stay informed about emerging technologies and industry developments.
    • Engage in training and professional growth opportunities.
    • Offer feedback and suggestions for enhancing help desk operations and procedures.

Qualifications:

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

Working Environment:

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

Benefits:

  • [List benefits, such as health insurance, retirement plans, professional development opportunities, etc.]
Required qualifications:
  • Legally authorized to work in the United States
Preferred qualifications:
  • 16 years or older

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