Help Desk Analyst I

4 weeks ago


Danvers, United States Robert Half Full time
Job DescriptionJob DescriptionWe are in the search for a Help Desk Analyst I to join our team in the Printing/Publishing industry located in Danvers, Massachusetts. This role involves providing technical support, managing computer systems and hardware, and working with various technologies. This opportunity offers a long-term contract employment.

Responsibilities:
• Provide first-level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route, and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk customers through problem-solving processes
• Follow up with customers, provide feedback, and see problems through to resolution
• Utilize excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation, and closure
• Recommend procedure modifications or improvements
• Preserve and grow knowledge of help desk procedures, products, and services.• Minimum of 2 years of experience as a Help Desk Analyst or in a similar role within the Printing/Publishing industry
• Proficient in Android Development
• Experience with Cisco Technologies
• Familiarity with Citrix Technologies
• Knowledge of Mac Computers and Apple Devices
• Proficiency in Microsoft tools and software
• Experience with Active Directory management
• Strong understanding of Computer Hardware
• Experience with Configuration Management
• Proven track record of successful Deployments
• Excellent problem-solving skills
• Strong written and verbal communication skills
• Ability to work in a team environment
• Bachelor's degree in Information Technology or related field preferred
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