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