Help Desk Analyst

4 weeks ago


Boston, United States Grand Circle Full time
Title: Help Desk Analyst

Location: Boston, MA (onsite 3 days a week)

Rate: DOE
Role and Responsibilities
  • Provide day-to-day desktop support such as identifying, researching, and resolving technical issues.
  • Respond to inquiries via email, phone, or ticketing system. Document all support incidents via our Help Desk Ticketing system and close tickets once issues have been resolved.
  • Configures and administers Office365 platform including but not limited to Teams, Exchange, OneDrive, SharePoint, etc.
  • Support small number of Mac OS X machines.
  • Responsible for On-boarding and Off-boarding task, including all application accounts, email, phone setup, and training.
  • Apply existing and assist with development and documentation of IT policy and procedure, specifically those associated with Service Desk Process & Procedure
  • Manage and monitor internal assets to ensure accurate inventory records in our Asset Management System
  • Maintain conference room audio/visual system and related equipment.
  • Walk the customer through the problem-solving process.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Log all helpdesk tickets in helpdesk application.
  • Follow-up and update customer status and information
  • Identify and suggest possible improvements on procedures.
  • Ability to learn new applications and procedures as they become part of the day to day associate work process
Qualifications:
  • 2 years+ experience as a help desk technician or other customer support role as well as working in a Windows/Mac environment.
  • Strong PC software and troubleshooting skills.
  • Good understanding of Windows 10, Mac OS X, and Office 365 products
  • Ability to communicate technical information, both verbal and written to a wide range of end-users
  • Mac and PC hardware, Printers, scanners, computer peripherals
Preferred Skills
  • Microsoft O365 Suites
  • Windows 10/11 and Mac OS
  • Basic networking

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