Help Desk Analyst

Company: Equiliem
Location: Boston
Posted on: March 20, 2023

Job Description:

JOB SUMMARY: The Help Desk Analyst provides IT technical support to users working on site or remotely as a first level support. The Help Desk Analyst reports to the Manager of Service Delivery and plays a pivotal role in the IT Department's customer service strategy. As the first line of support, the Help Desk Analyst will respond to calls, emails and tickets in a professional and supportive way attempting to resolve as many requests as possible or assigning them to the next level of support within the organization. DUTIES & RESPONSIBILITIES: In specific the MBTA IT Help Desk Analyst will perform he following duties: Support / troubleshoot a wide range of software applications and hardware systems for our end user community in order to enable them to complete their job Monitor help desk ticketing system, ServiceNow, for tickets assigned to the help desk to process or triage tickets to other support groups. Respond quickly and effectively to requests received through the IT Help Desk Manage the onboarding of new users, creating AD, email, application and VPN accounts Manage the proper off boarding process when disabling an MBTA account Provide remote access/VPN support and training Utilize remote control to take over of a user's desktop in order to resolve issues Respond to each inquiry, whether from a customer, vendor or coworker in a professional and courteous manner Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues. Be an advocate for the end user to ensure he or she receives high quality and timely service and support from the entire IT organization. Adhere to the rules, regulations, collective bargaining agreements and policies of the Authority including the EEO, Anti-discrimination, and Anti-Harassment, and AntiRetaliation policies. Perform related duties and projects as assigned MINIMUM REQUIREMENTS/QUALIFICATIONS: Outstanding troubleshooting skills Have excellent customer service skills Be able to work as part of a team Two (2) years of experience in help desk support or related experience. High School Degree or equivalent The ability to learn new technologies and applications. Possess solid written and verbal communication skills. Be a mature, self-motivated, professional able to work in a fast paced, changing environment. The ability to pass: background screenings, a Criminal Offender Record Information (CORI) check In addition, the MBTA's medical requirements, including a physical examination and drug and alcohol screening. Have a satisfactory work record including overall employment, job performance, discipline and safety records. The ability to work effectively with a diverse workforce. . PREFERENCES INCLUDE: A Bachelor's or Associates Degree from an accredited institution in Computer Science, Business or a related field. Certifications for supporting PC hardware and software

Keywords: Equiliem, Boston , Help Desk Analyst, Professions , Boston, Massachusetts