- 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
- 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
- Microsoft O365 Suites
- Windows 10/11 and Mac OS
- Basic networking
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Help Desk Analyst - Boston, United States - Grand Circle
Description
Title: Help Desk AnalystLocation: Boston, MA (onsite 3 days a week)
Rate: DOE
Role and Responsibilities
