Help Desk Analyst Level I

Provides end user support on a variety of moderately complex technical issues. Candidate should have the ability to be a proactive team player in a fast paced environment that can identify, research and resolve technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Has knowledge of commonly-used concepts, practices, and procedures within the information technology field. Relies on instructions and pre-established guidelines to perform the job functions. Responsibilities include, but not limited to the administration and internal support of the Company's desktop / laptops, printers, servers, phones, and other related equipment including user setup and maintenance. Must have excellent oral and written communication skills, strong commitment to customer support and the ability to work with all levels. Position reports to the Helpdesk Manager.
Provide helpdesk support and resolve problems to the end user's satisfaction
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Utilize and maintain a helpdesk tracking software
Document and update internal procedures
Assist with onboarding of new users
Install, test and configure phones, new workstations, peripheral equipment and software
Maintain inventory of all equipment, software and software licenses
Manage Desktop / laptop setup, configuration and deployment for new employees using standard hardware, images and software
Manage hardware and peripherals, such as HP and Ricoh multi-function printers, copiers and scanners, etc.
Assign users and computers to proper groups in Active Directory and Exchange
Support of MS Office Applications, IE and Outlook
Support of Windows Operating Systems, Citrix and Wyse terminals
Perform routine and basic preventative maintenance on Windows desktops and laptops. Install critical patches, virus updates, VPN clients and other software as needed
Perform timely workstation hardware and software upgrades as required
Maintain the tape/disk library and ensures the accurate recording of both onsite and offsite media libraries
Manage cellular phones and tablet devices
Basic understanding of networking technologies and protocols such as basic IP addressing, DNS, DHCP
Basic Requirements:
High school diploma or equivalent
2 years of relevant technical experience
Preferred Requirements:
Bachelor's Degree in Information Systems, Business, Communications or related field
Technical degree, MCP/MCDST Certification and/or Comp TIA A+ Hardware Certification
Experience with Avaya phone system
- See more at: http://www.unitedsiteservices.com/helpdesk-analyst-i-westborough-ma-10#sthash.tDcEl5Xd.dpuf

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