Desktop Support Analyst

3 weeks ago


Marlborough, United States Robert Half Full time
Job DescriptionJob DescriptionWe are offering a long-term contract employment opportunity for a Desktop Support Analyst in Marlborough, Massachusetts. This role involves providing IT support for onsite employees and addressing escalated issues from the Level 1 service desk for remote clients. The ideal candidate will be adept at troubleshooting issues and providing exceptional customer service.

Responsibilities:

• Respond to IT support requests and issues in a timely manner
• Configure and install hardware and software for end users
• Record, track, and document the problem-solving process for each help desk request, from initial action to final resolution
• Provide remote and onsite support for end users, demonstrating a customer service mentality
• Manage a ticket system for the team, assigning tasks and requests to the appropriate team members based on workload
• Repair and replace equipment as necessary, demonstrating a solid understanding of computers, networks and software
• Assist in setting up audiovisual equipment for meetings as needed
• Set up new workstations for users, including deploying equipment and verifying account setups
• Provide support and troubleshooting for employee endpoints, including laptops, tablets, and Mac OS devices
• Administer and support Microsoft Office 365 and Active Directory accounts
• Test new technology and create documentation for staff training purposes
• Provide support for printer, Wi-Fi, VPN, and collaboration software
• Resolve escalated Tier 1 support tickets.• Demonstrated proficiency in Active Directory management and administration
• Solid understanding and experience in Azure
• Proficiency in using and troubleshooting Office 365
• Familiarity and hands-on experience with Mac OS
• Excellent problem-solving skills and the ability to prioritize tasks
• Strong communication and interpersonal skills, with a focus on customer service
• Ability to work independently and as part of a team
• Proven experience in IT support or related role
• Relevant certifications in IT or related field would be a plus
• Knowledge of ITIL processes would be beneficial
• Familiarity with ticketing systems for IT support
• Ability to maintain confidentiality and carry out assignments that are sensitive in nature
• Willingness to keep up with advancements in the field of technology.

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