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