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Help/Service Desk

  • Location: Boston

Posted 27 days ago

  • Sector: IT Support & Tech
  • Contact: Mithra Raveendran
  • Duration (Weeks): 24.0
  • Start Date: 2022-08-29
  • Job Ref: 15636

Job Title: Help/Service Desk Analyst
Type: 6-month contract
Location: 70 Atlantic Ave, suite 1401, Boston, MA, 02210; 100% on site. Parking is available
Start Date: ASAP
End Date: 6 months after start date
Days/Hours: Monday to Friday 8:30 AM to 5:00 PM
Hours/Week: 40
Pay Rate: $32.00/hour USD

 

Job Description

  • Oversee local service desk team, requests, incidents, projects, and end-user problems for the site.
  • Manages and coordinates urgent and more complicated support issues
  • Prioritizes VIP level support
  • Track progress of, and prioritize Incident/Service Requests throughout their entire lifecycle to ensure that they are resolved within the agreed Service Levels
  • Communicate progress on outstanding requests with end users as well as team members
  • Continuous collaboration with the global IT team to improve service capabilities, quality, resolution time and processes.
  • Devise and deliver on ideas to enhance quality of service and to prevent future roadblocks
  • Utilize and mature ticket tracking system to track, document, and coordinate actions
  • Facilitate onboarding and training new hires in best practices
  • Arrange basic/general employee training sessions and promote security awareness
  • Provide hand-on assistance for remote infrastructure teams
  • Act as escalation point for all Service Desk related issue
  • Diagnose and resolve all end-user problems and escalate to global IT teams as needed
  • Resolve both Zoom (conference) Room and Zoom application issues
  • Manage, procure, and deploy computer related hardware supplies
  • Manage deployment of laptop and peripheral
  • Manage user accounts in Active Directory

 

Skills Required

  • Minimum 4 years experience in an IT support role or similar
  • Experience providing “white glove” service supporting C-level executives
  • Proven experience administering and supporting Zoom, Zoom Rooms, Active Directory, Office365, MFA, end-point security, Windows, Macs, etc.
  • Solid problem-solving skills
  • Demonstrated skills at building and maintaining professional relationships with key customers, office staff and others in the customer influence network
  • Proven ability to manage multiple tasks, set priorities and meet deadlines
  • Understanding of imaging technologies and experience in their use/maintenance
  • Experience delivering end-use training
  • Demonstrated ability to work effectively in a matrix team environment