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Technical Support Specialist

2 months ago

Canton, Massachusetts, United States Westinghouse Electric Company Full time

IT Help Desk Analyst - Contract to Permanent

Location: Remote

Are you ready to contribute to a forward-thinking organization that is dedicated to providing sustainable energy solutions? At Westinghouse Electric Company, we understand that our workforce is our greatest asset. We are committed to attracting and retaining top talent while fostering an inclusive environment that values diversity.

Position Overview

We are in search of a proficient and customer-oriented IT Help Desk Analyst to enhance our IT department. This role entails delivering advanced technical assistance to users, resolving intricate technical challenges, and ensuring that all IT-related inquiries and incidents are managed effectively. The ideal candidate will possess a robust technical foundation, outstanding problem-solving skills, and a commitment to delivering exceptional IT support.

Key Responsibilities

  • Deliver high-level technical assistance for software, hardware, and network-related concerns.
  • Identify and troubleshoot complex technical issues, escalating them to senior support when required.
  • Document, track, and manage all service desk interactions within the IT service management platform.
  • Engage with end-users to ensure prompt resolution of issues and verify satisfactory outcomes.
  • Act as a primary contact for users, providing exemplary customer service and fostering a positive user experience.
  • Effectively communicate technical information to users with varying degrees of technical knowledge.
  • Support the training and development of junior Help Desk Analysts.
  • Conduct routine system maintenance tasks, including software installations, updates, and configurations.
  • Administer user accounts, permissions, and access controls in line with organizational policies.
  • Assist in the deployment and upkeep of IT infrastructure, encompassing servers, workstations, and mobile devices.
  • Identify recurring issues and collaborate with the IT team to implement solutions that mitigate future occurrences.
  • Contribute to the formulation and documentation of IT support protocols and procedures.
  • Participate in IT projects as necessary, offering technical expertise and assistance.

Qualifications

The successful candidate will possess:

  • Associate degree in Information Technology, Computer Science, or a related discipline (or equivalent experience).
  • A minimum of 2-3 years of experience in an IT support or help desk capacity, with an emphasis on troubleshooting and resolving complex technical issues.
  • Experience with IT service management (ITSM) tools and ticketing systems.
  • Familiarity with network protocols, Windows operating systems, and standard business applications.
  • Strong analytical and problem-solving capabilities, with the ability to think critically and resolve technical challenges efficiently.
  • Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical users.
  • Ability to work independently and collaboratively in a dynamic environment.
  • Strong organizational skills, attention to detail, and the ability to prioritize tasks effectively.
  • Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are advantageous.

Why Choose Westinghouse Electric Company?

Westinghouse Electric Company is dedicated to providing client-focused solutions, ranging from high-volume and cost-effective options to specialized niche services, while consistently delivering top-tier customer service to both our clients and employees.

We offer competitive compensation and benefits, including:

  • Competitive Salary
  • Comprehensive Health and Income Protection Benefits
  • 401(k) Savings Plan
  • Paid Time Off for Eligible Positions

Equal Opportunity Employer

Westinghouse Electric Company is proud to be an equal opportunity employer, welcoming applicants from diverse backgrounds.