Duration: 6 Months
Location: Quincy, MA (Hybrid)
We are seeking a skilled Help Desk Analyst to join our team and provide exceptional IT support in a call center environment. The ideal candidate will assist users with IT services, applications, hardware, and software while maintaining high customer satisfaction. This role requires adherence to security policies, including handling PHI and PII.
The position is based at Quincy, MA, with a work schedule of Monday to Friday, 9:00 AM – 5:00 PM. Schedules may change based on operational needs.
Key Responsibilities:Provide IT support and ensure customer satisfaction.
Respond to support desk calls, troubleshoot issues, and resolve tickets within service level agreements.
Maintain accurate documentation of support tickets from initiation to resolution.
Guide users through troubleshooting steps and translate non-technical descriptions into actionable technical problems.
Assist with Microsoft Office, Active Directory, email, and other common applications.
Debug and resolve hardware/software issues and escalate unresolved issues as needed.
Maintain and update the call tracking database.
Support VoIP users and environments.
Communicate effectively with internal teams, IT staff, and external vendors to minimize downtime.
Participate in meetings and contribute to team collaboration.
Provide training and mentoring to colleagues on specialized systems and applications.
3–5 years of experience in a service desk environment using a ticketing system (ServiceNow preferred).
Strong background in troubleshooting Windows 7/10 Professional operating systems.
Experience with Active Directory, Microsoft Exchange (O365, EMS, Azure), and remote desktop tools.
Hands-on experience with PC hardware, printers, and peripheral devices.
Familiarity with VoIP support and local area networks (LANs).
Excellent written and verbal communication skills for both technical and non-technical audiences.
Ability to document and track interactions with users effectively.
Bachelor's Degree in Computer Science, Information Systems, Business Administration, or a related field (or equivalent work experience).
This is a hybrid position with on-site work required in Quincy, MA.
Candidates must adhere to security and compliance guidelines related to IT policies.
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