Service Desk Analyst with Security Clearance
Company: Anonymous Employer
Location: Andover
Posted on: January 15, 2021
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Job Description:
Position Description:Establishes and maintains user accounts,
assigns file permissions and establishes password and account
policies; installs, upgrades, configures, tests, maintains and
supports operating system software in a production environment.
Responsibilities: --- Reviews systems tickets daily and
reprioritizes the ticket resolution to ensure compliance with
Service Level Agreements. Evaluates and prioritizes incoming
telephone, voice mail, e-mail, and in-person requests for
assistance from users experiencing problems--- Actively manages
incident tickets and provides status updates to each ticket on a
daily basis--- Collects information about incidents and problem to
evaluate root causes. Reports information and make recommendations
to the Service Desk Director, PM's, and customers--- Answers,
evaluates, and prioritizes incoming telephone, voice mail, e-mail,
and in-person requests for assistance from users experiencing
problems with hardware, software, networking, and other
computer-related technologies--- Interviews user to collect
information about problem and leads user through diagnostic
procedures to determine source of error--- Troubleshoots to
determine problems for operating systems, applications and remote
access, email, and telephone and wireless issues--- Responsible for
network and email account provisioning and management, as well as,
wireless mobility problems, issues or request--- Defines and
classifies level, priority and nature of problem, request and/or
issue. If unable to diagnose problem and/or problem requires
physical interaction with end user the technician escalates problem
to the appropriate team--- Responsible for opening, tracking and
closing trouble tickets. Ensures problem ownership and promotes
end-user satisfaction--- Requires experience and knowledge of
installation, configuration, and troubleshooting of computers---
Requires strong communication and excellent customer service
skills--- Trained and certified in automated help desk management
systems is desired--- Tracks and reports on assets at the site
location. Receives and ships equipment as required--- Follows all
processes, procedures, and guidelines to ensure repeatable customer
experiences--- Position is required as needed to remote locations
within 24 notice of an incident--- Other duties as assigned
Keywords: Anonymous Employer, Boston , Service Desk Analyst with Security Clearance, Professions , Andover, Massachusetts
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