Help Desk Support

Location: Boston
Posted on: November 4, 2024

Job Description:

Help Desk Support in Boston, MA
 
PURPOSE of Help Desk Position:
This position is responsible for providing expert solutions to technology problems reported by employees in a 7x24x365 Help Desk environment.  The Helpdesk Analyst is responsible for providing superior customer service, accurately logging tickets, and effectively transitioning and escalating unresolved problems.  Also responsible for maintaining a knowledge-based system of common reported problems and resolutions.  Provides on-call support during periods in which the Help Desk is not staffed, rotating with other staff members on a weekly basis.  Provides timely and accurate notification to other staff members of tickets being passed to them for resolution. Escalates reports of chronic or unresolved problems to the appropriate team lead or manager.
 
MAJOR DUTIES/RESPONSIBILITIES and ESSENTIAL FUNCTIONS:
 

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• 65% Answers inbound phone calls and emails during an assigned shift in a 7x24x365 global Help Desk.  
• Provides technical assistance and problem resolution for employees requesting help on computer or network related issues or questions in a courteous, professional, thorough and concise manner.
• Demonstrates a commitment to providing superior customer service.
• 10% Follows up on their open tickets and confirms successful resolution with the client.
• 5% Creates and maintains user accounts and access privileges for Active Directory (Windows 2000/XP) and application systems.
• 5% Maintains content within a knowledge-based computer system, through data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.
• 5% Assists on Help Desk related projects and activities as assigned by management.
• 5% Manage customer communications on scheduled and non-scheduled system maintenance, providing a communication hub between the business and Shared IT.
• 5% Adherence to time and metric's tracking.

 
Required skills for this Job:

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• Related Work Experience:  2-4 years
• Minimum 2 year information technology experience supporting inbound customer requests.
• Proficiency with Microsoft operating systems, Microsoft Office, and Microsoft desktop applications.
• Familiarity with Active Directory, Novell Netware, and Microsoft Outlook/Exchange environments.
• Excellent listening, questioning, and customer service skills.
• Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.
• Ability to maintain composure, tact and effectiveness under stressful conditions.
• Ability to organize information, efficiently manage time and balance multiple priorities.
• Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.

 
DESIRABLE QUALIFICATIONS:

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• Education:  Associates Degree                                                                             
• Course of Study/Major: MIS
• Type of Credentials/Licenses: A+, MCSE, ITIL, Network +
• Work Experience:  4-6 years
• Prefer 4 years information technology experience supporting inbound customer requests.
• Proven ability to multi-task in a high volume, high change environment.
• Advanced proficiency with Microsoft operating systems, Microsoft Office, and Microsoft desktop applications.
• Proficiency with Active Directory and Microsoft Outlook/Exchange environments.
• Excellent listening, questioning, and customer service skills.
• Strong problem-solving and logical thinking skills, able to absorb and relate to new technical concepts quickly and build on knowledge learned.
• Ability to maintain composure, tact and effectiveness under stressful conditions.
• Ability to organize information, efficiently manage time and balance multiple priorities.
• Strong verbal and written communication skills, particularly an ability to relay technical concepts to a business audience.

Keywords: , Portland , Help Desk Support, IT / Software / Systems , Boston, Maine