Service Desk Analyst with Security Clearance

Company: Anonymous Employer
Location: Andover
Posted on: January 15, 2021

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