IT Support Analyst
Boston, MA

Job Description

Key Responsibilities

OVERALL FUNCTION:

The Service Desk Technician II works on the Technical Service Desk team and focuses on resolving the most difficult issues. The majority of time is spent working with end users and IT staff to troubleshoot problems related to the desktop-computing environment. The position requires excellent leadership, communication, technical and interpersonal skills and the ability to provide superior support and service to a wide range of internal contacts.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Troubleshoots and resolves complex issues and works with other teams to follow the issues to resolution
* Leads and participates in new facility/site conversions.
* Accurately and fully documents all troubleshooting and resolution steps within the Service Desk ticketing system
* Mentors and trains junior staff members. (NWN)
* Reviews the ticket queue and looks for opportunities for training or additional documentation
* Escalates critical incidents to Help Desk Manager and other IT groups as needed
* Creates documentation and training material
* Researches and resolves issues related to logical user access administration
* Serves as second level support for iPhone and VIP calls.
* Serves as third level support for Service Desk requests and incidents with emphasis on medium to difficult issues
* Follows and creates standard operating procedures around process and documentation.
* Recommends and implements process improvements
* Manages small projects related to support processes
* Additional duties as assigned

QUALIFICATIONS:

* College degree preferred
* 2 plus years' experience working in IT role including Service Desk, Hardware deployment/configuration and projects.
* SME knowledge of PC hardware and software with an emphasis on Microsoft environments.
* Excellent working knowledge of all components of IT infrastructure including desktops, laptops, printers, and wireless devices.
* Ability to interface and service VIP's with diplomacy and confidence