Help Desk Analyst III

6 days ago

South Burlington, United States Robert Half Full time
Job DescriptionJob DescriptionWe are offering a long term contract employment opportunity for a Help Desk Analyst III in the Service industry located in South Burlington, Vermont. In this role, you will be responsible for providing advanced technical assistance, managing high-level service requests, and mentoring entry level technicians. You will also play a crucial role in ensuring the optimal functioning of all IT systems and hardware, and timely resolution of technical issues.

Responsibilities:

• Deliver high-level support for hardware, software, network, and system-related issues, and resolve escalated technical problems that cannot be addressed by lower-tier technicians.
• Analyze, diagnose, and solve complex issues reported by users, ensuring minimal disruption to workflow. Use ticketing systems to track and update issues until resolution.
• Assist with the setup, installation, and configuration of workstations, printers, network equipment, and other IT infrastructure components.
• Provide training and support to users on various software applications, IT systems, and best practices to ensure optimal productivity.
• Maintain and update knowledge bases and technical documentation for recurring issues, solutions, and processes. Generate reports on support activity and performance metrics.
• Assist in the deployment of new hardware, software, and system upgrades. Participate in IT-related projects as required.
• Mentor and guide entry level technicians and assist with their skill development.
• Proactively monitor the health of IT systems and network infrastructure. Perform regular maintenance tasks and ensure the security and functionality of IT resources.
• Serve as the point of escalation for complex technical problems, coordinating with other IT teams or vendors as needed.
• Deliver exceptional customer service with a focus on resolving issues quickly and maintaining user satisfaction.• Minimum of 3 years of experience in a similar role
• Proficiency in Android Development
• Familiarity with Cisco Technologies
• Knowledge of Citrix Technologies
• Experience with Mac Computers
• Proficiency in Microsoft technologies
• Experience with Active Directory
• Ability to work with Apple Devices
• Knowledge of Computer Hardware
• Experience in Configuration Management
• Proven track record of successful Deployments

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