Technical Support Analyst

2 weeks ago


Milton, Massachusetts, United States firstPRO, Inc Full time

Company Overview

firstPRO, Inc. is seeking a dedicated Help Desk Analyst to provide exceptional support and assistance to our clients.

Position Overview

The Help Desk Analyst will play a crucial role in managing technology-related inquiries and operational initiatives. This position requires on-site presence and focuses on delivering high-quality support to end users.

Key Responsibilities

  • Assist in various technology and operational projects, ensuring smooth execution and user satisfaction.
  • Provide training to end users as needed, enhancing their understanding of systems and processes.
  • Support the monitoring of security systems and alerts, contributing to the organization's risk management efforts.
  • Prepare documentation for regulatory examinations and audits, ensuring compliance with industry standards.

Essential Duties

  • Implement best practices and policies tailored to the organization’s needs and objectives.
  • Diagnose and resolve a wide range of complex technical issues for end users, offering training as required.
  • Deliver exemplary customer service by addressing user inquiries and concerns professionally.
  • Create and maintain documentation for standard operating procedures to streamline processes.
  • Collaborate with IT staff and users to define and develop specific system requirements.
  • Recommend and execute upgrades, repairs, and improvements for PCs and peripheral devices.
  • Conduct installation, configuration, and troubleshooting for various hardware and software.
  • Assist in the deployment of systems, including applications and networks.

Qualifications

  • A minimum of 2 years' experience in a Help Desk or similar IT support role.
  • Strong proficiency in computer hardware, operating systems, and software applications.
  • Skilled in troubleshooting issues related to desktops, laptops, printers, and peripherals.
  • Basic knowledge of networking principles and protocols.
  • Familiarity with remote support tools and techniques.
  • Excellent communication skills, capable of conveying technical information clearly and effectively.


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