Help Desk Support

Marlborough, MA

Posted: 01/29/2019 Employment Type: Contract Industry: ERT Job Number: 228438

Help Desk Support

Job Description

The Solutions Center Specialist provides first level support to business professionals, ensuring excellent customer service, and proper use of Solutions Center tools for maximum benefit. This position resides in Marlborough. This is a 24x7 operation and consists of three shifts.

  • Deliver high quality customer service and technical support to our US and Global offices.
  • 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.
  • 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
  • Provide occasional Off-Hours support
  • Follow documented processes carefully
  • Clearly communicate root cause and resolution
  • Escalate issues as appropriate

Technical Qualifications:
  • Proficiency in supporting the following products:
  • Microsoft Office Suite 2010, 2016, 365
  • Exchange 2010/2013
  • Microsoft Lync/Skype for Business
  • Windows Operating Systems (Win 7 and up)
  • IE11 and up, Edge and Chrome
  • Citrix
  • VPN
  • Active Directory
  • Mac OS
  • Amazon Web Services (AWS)
  • IT hardware devices (PC’ s, Laptops, IPAD’ s, Surfaces, etc)
  • Virtual Desktop, Microsoft or VMWare
  • Video Conferencing, Webex experience a plus
  • Mobile Device Management, Airwatch a plus
  • Bomgar or other advanced remote desktop tools
  • 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
  • Ideal candidate will have a minimum of High school diploma or equivalent
  • Qualifications:
  • Minimum of 2 years of customer care experience, preferably in a call center or help desk
  • environment
  • Financial services industry experience preferred
  • Must possess strong:
  • Customer service skills
  • Analytical and problem-solving skills
  • Follow-through skills
  • Phone skills and the ability to project professionalism, courtesy, tact, diplomacy, discretion and sound judgment
  • Verbal and written communication skills
  • Must be able to:
  • Multi -task and focus on numerous tasks/assignments
  • Work in a fast paced, team-oriented environment
  • Must be:
  • Client focused
  • Highly motivated and multi-task oriented
  • Detail oriented
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