Help Desk Analyst

Marlborough, MA

Posted: 06/03/2019 Employment Type: Contract Industry: ERT Job Number: 229407

Help Desk Analyst

Help Desk Analyst needed for a 12 + month contract in Marlborough, MA. Resolve technical issues and answer queries surrounding computer hardware, software, network, and telecommunications systems that originate by telephone, voice mail, e-mail, ticket, or chat.

Responsibilities:         

•           Record, maintain and update records in the Incident Management system 

•           Performs analysis of problems and assist with corrective action to restore functionality

•           Work with technical or development staff to resolve recurring problems and issues with applications and/or products

•           Document and submit problem resolutions to the Solutions Center knowledge database in order to assist other personnel with problem resolutions

Technical Qualifications:        

o          Microsoft Office Suite 2010, 2016, 365 

o          Exchange 2010/2013  

o          Microsoft Lync/Skype for Business

o          Windows Operating Systems (Win 7 and up)

o          IE11 and up, Edge and Chrome

o          Citrix

o          VPN 

o          Active Directory  

o          Mac OS

o          VOIP Telephony, Avaya VOIP preferred

•           Advanced Microsoft Outlook skills a must! 

•           Experience with a Problem Tracking ticket system, ServiceNow preferred

•           Knowledge of Microsoft Powershell scripting a plus

•           Basic Networking triage skills
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