Help Desk Specialist
USA, Boston MA
$50,000 - $65,000
Job Description
The Helpdesk Sr. Specialist provides outstanding customer service to end users on a variety of issues, identifying, researching, and resolving technical problems. Responds quickly to telephone calls, email and other requests from personnel. This support includes, but is not limited to: desktop hardware, printers, application support, security administration and telephone administration. The Helpdesk Sr. Specialist also participates in special projects as assigned. The position may require travel to sites in downtown Boston, Springfield, Charlestown and other locations within Massachusetts. This position is assigned to the Operational Support Group and takes day-to-day direction from the End Users Services Manager and End User Support Supervisor.
· Prioritize and set the expectations to triage and identify when to escalate problems
· Track and monitor ticket requests to ensure timely resolution in accordance to company SLA's
· Maintain thorough logs in ServiceNow to assist with continuous systems improvement, track workloads and identify recurring problems
· Encourage employees with self help methods and procedures; empower employees to leverage ServiceNow knowledgebase articles
· Maintain IT systems, applications and software license inventories through our companies' approved asset tracking systems
· Assist employees with Cisco VPN connectivity and assigned net
· Assist employees with Mobile devices; cellphones, and tablets
· Proved both onsite and remote environment troubleshooting
· The position requires a valid driver’s license and a reliable automobile to travel to and within service territory (all travel in Massachusetts – no overnights).
· Ability to work some evenings and weekends
· Office Support is required 2-3 days a week on location.
Qualifications:
· Bachelor's Degree or equivalent experience
· 1-3 years of experience in Windows networking environments
· Experience with desktop/laptop support, Windows 10 and 11, O365, Adobe, and Active Directory
· Experience with Android and Apple IOS - based devices in an enterprise environment
· Understanding of Asset management tracking systems
· Ability to work with employees in a remote environment
· A+ Certification preferred