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Technical Support Analyst

2 months ago

Milton, Massachusetts, United States firstPRO, Inc Full time

Company Overview

firstPRO, Inc. is seeking a dedicated IT Help Desk Analyst to provide essential technical support to our internal users. This role is pivotal in ensuring smooth operations by addressing hardware, software, and application-related issues.

Key Responsibilities

  • Adhere to industry standards and organizational policies to implement best practices.
  • Diagnose and resolve a variety of complex technical issues for end users, providing training as necessary.
  • Deliver exceptional customer service by professionally addressing inquiries and concerns.
  • Create and maintain documentation for standard operating procedures.
  • Work collaboratively with users and IT personnel to identify and develop specific information system requirements.
  • Plan and execute upgrades, repairs, and improvements for PCs and peripheral devices.
  • Handle installation, configuration, and troubleshooting for computers and mobile devices.
  • Support the implementation of various systems, including applications and networks.
  • Contribute to long-term strategic planning to accommodate future technological needs.
  • Implement and maintain Microsoft technologies such as Windows Server, SQL, and Office 365.
  • Engage with vendors to support specific applications and services.
  • Facilitate remote access solutions, including VPN and Remote Desktop.
  • Monitor alerts from remote management systems and respond through service tickets.
  • Assist in overseeing security systems and alerts.
  • Provide necessary information for audits and risk management processes.

Qualifications

  • A minimum of 2 years' experience in a similar IT Help Desk role.
  • In-depth knowledge of computer hardware, operating systems, and software applications.
  • Proficient in troubleshooting issues across desktops, laptops, and peripherals.
  • Basic understanding of networking concepts and protocols.
  • Familiarity with remote support tools and methodologies.
  • Excellent communication skills, capable of conveying technical information clearly.
  • Strong analytical and problem-solving abilities to efficiently resolve technical challenges.
  • Relevant technical certifications (A+, MCSA, etc.) are preferred.