Help Desk Support
Location: Boston
Posted on: October 19, 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:
-
- 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:
-
- 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:
-
- 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: , Medford , Help Desk Support, IT / Software / Systems , Boston, Massachusetts
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