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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, hardware, and network systems. This role requires the ability to troubleshoot and resolve issues effectively while maintaining a high standard of customer service.

Core Responsibilities:

  1. Technical Assistance:
    • Deliver first-line technical support to users through various communication channels.
    • Identify and rectify hardware, software, and connectivity problems.
    • Support the setup, configuration, and upkeep of computing devices and accessories.
    • Guide users through troubleshooting processes and provide effective solutions.
  2. Incident Tracking:
    • Log and monitor service requests and incidents in the help desk management system.
    • Prioritize and handle multiple ongoing requests, ensuring prompt resolution.
    • Refer complex issues to senior support staff or appropriate departments as necessary.
    • Document solutions and enhance knowledge base resources for future use.
  3. Client Interaction:
    • Engage with users in a clear and professional manner, ensuring a positive support experience.
    • Keep users informed about the progress of their inquiries and issues.
    • Educate users on best practices to prevent future technical challenges.
  4. System Oversight:
    • Monitor system functionality and proactively identify potential issues.
    • Conduct regular maintenance tasks, including software updates and system patches.
    • Assist in backup and recovery operations to safeguard data integrity.
  5. Ongoing Development:
    • Stay updated with emerging technologies and industry advancements.
    • Engage in training and professional growth opportunities.
    • Offer insights and recommendations for enhancing help desk operations.

Qualifications:

  • Education: [A degree in Information Technology, Computer Science, or a related discipline is preferred. Relevant work experience may be considered.]
  • Experience: [1-3 years in a technical support or help desk capacity.]
  • Technical Proficiencies:
    • Familiarity with Windows and/or Mac operating systems.
    • Understanding of common software applications and troubleshooting methodologies.
    • Basic knowledge of networking principles and hardware components.
    • Experience with help desk ticketing systems and remote support applications.
  • Interpersonal Skills:
    • Strong verbal and written communication abilities.
    • Excellent problem-solving and analytical skills.
    • Capacity to work efficiently under pressure and manage competing priorities.
    • Customer-oriented with a professional and approachable demeanor.
  • Certifications: [Relevant certifications such as CompTIA A+, ITIL, etc., are advantageous.]

Work Environment:

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

Benefits:

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