Service Desk Analyst

13 hours ago


Boston, Massachusetts, United States TEKsystems Full time
Job Description

As a Service Desk Analyst at TEKsystems, you will play a critical role in providing technical support to our clients. This is an excellent opportunity to develop your IT career and work with a dynamic team of professionals.

Key Responsibilities:

  • Provide phone and email technical support to end-users to resolve hardware or software issues
  • Support and troubleshoot workstations, servers, and network-related issues
  • Perform systems administration for Office 365, Windows Servers, and workstations across multiple customers
  • Monitor and troubleshoot client backups
  • Escalate customer issues through the proper channels
  • Manage cases according to defined severities and case priorities
  • Maintain client security levels and confidentiality of information
  • Clearly document support issues and all steps performed in ticketing system
  • Monitor trends from reported client cases to isolate possible chronic issues for software, workstation, server, or network infrastructure that indicate failing hardware or software corruption
  • Update cases and communicate with clients daily or as required until issue is closed

Requirements:

  • 2+ years of experience providing remote IT support via Bomgar, email, and phone
  • 2+ years of Microsoft Office 2016/O365 support experience
  • 2+ years of experience supporting Windows OS (7 & 10), hardware, software, printers, mobile devices

What We Offer:

  • Excellent long-term opportunity for a helpdesk technician with 2+ years of experience
  • Tuition reimbursement and encouragement to expand education
  • A sense of family and home in the teams and employee support for one another
  • Opportunity to grow technically and professionally

Work Environment:

Standard hours: 8:00-5:00/5:30



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