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Service Desk Analyst

Trillium Professional is now seeking a Service Desk Analyst in Boston for a fully onsite role.

This is a 3-month contract with extensions. Pay rate is $40 per hour.

Specific Duties
The specific duties of this position include but are not limited to the following:
• Serve as the first line of contact for technical support inquiries, ensuring timely resolution or escalation of reported issues.
• Diagnose and troubleshoot Tier 1 hardware, software, and network issues, providing guidance to end-users.
• Manage and maintain accurate incident records in the ticketing system, documenting solutions and escalating unresolved issues to Tier 2/3 support teams.
• Perform IT-related tasks for onboarding and offboarding employees, including assistance with account provisioning and hardware setup or recovery processes.
• Collaborate with internal teams and external vendors to ensure seamless operations and minimal downtime.
• Monitor infrastructure performance and identify areas for improvement.
• Contribute to team documentation, including knowledge base articles and IT procedural guides.
Required Qualifications
• Proficiency with Windows operating systems, Microsoft Office Suite, and common business applications.
• Strong analytical and problem-solving skills.
• Exceptional customer service and communication skills.
• At least an Associate’s degree in IT, Computer Science, or a related field OR two (2) years of experience in an IT support or service desk role.

Apply now!

Preferred Qualifications
This position requires a self-starter with the following capabilities and attributes:
• Familiarity with IT service management frameworks like ITIL.
• Experience with Active Directory, user account management, and basic network troubleshooting.
Minimum Entrance Requirements
Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least one year must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.
Substitutions:
I. An Associate’s degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.*
II. A Bachelor’s or higher degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*
III. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.*
IV. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.
V. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.
*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.
 

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals. Trillium is an Equal Opportunity Employer.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for the employers and the California Fair Chance Act.

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Trillium offers a comprehensive benefit package that includes the ability to participate in health insurance and retirement plans, paid holidays, state required leave, and vacation days, if applicable. Trillium’s offerings are dependent on the state in which the assignment is located, length of time worked, and may change depending on assignment. Benefit packages for direct hire placements vary based on the client company.

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