Help Desk Analyst - Boston, United States - Overseas Adventure Travel

Overseas Adventure Travel Boston, United States

3 weeks ago

Description

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

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