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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 exceptional technical support to our internal users. This role is pivotal in ensuring that our team can efficiently utilize hardware, software, and various applications.

Key Responsibilities

  • Apply industry-leading practices and policies tailored to our organizational requirements.
  • Diagnose and resolve a range of intricate technical issues faced by end users, offering training as necessary.
  • Deliver outstanding customer service by professionally addressing inquiries and concerns.
  • Create and maintain documentation for standard operating procedures.
  • Work collaboratively with users and IT personnel to define and enhance information systems requirements.
  • Propose and execute improvements, upgrades, and repairs for PCs and peripheral devices.
  • Oversee the installation, configuration, and troubleshooting of PCs, mobile devices, and peripherals.
  • Support the implementation of various systems, including applications and networks.
  • Contribute to long-term planning and strategies to accommodate future technical needs.
  • Implement and maintain Microsoft technologies such as Windows Server, SQL, Office 365, and Intune.
  • Engage with vendors to facilitate support for specific applications and services.
  • Manage remote access solutions, including VPN and Remote Desktop.
  • Monitor alerts from remote management systems and respond through service tickets.
  • Assist in the oversight of security systems and alerts.
  • Provide necessary information for audits and risk management processes.

Qualifications

  • A minimum of 2 years' experience in a technical support role.
  • In-depth knowledge of computer hardware, operating systems, and software applications.
  • Skilled in troubleshooting issues related to desktops, laptops, and peripherals.
  • Basic understanding of networking concepts and protocols.
  • Familiarity with remote support methodologies.
  • Excellent communication skills, capable of conveying technical information clearly.
  • Strong analytical abilities for efficient problem resolution.
  • Relevant technical certifications (A+, MCSA, etc.) are preferred.