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Help Desk Analyst

Trillium Professional is now seeking a Help Desk Analyst in Quincy, MA  for an onsite role.  

Pay rate is $30-40 per hour. 

Job Duties and Responsibilities: 
-Responsible for Customer/User satisfaction as it relates to IT services and support.
-Respond to Support Desk calls using the help desk reporting process to ensure IT services are provided in a seamless fashion to users.
-Respond within IT service level agreements to resolve open tickets to reduce end user downtime.
-Responsible for working within a call center environment or as a member of a site team as required.
-Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure.
-Can professionally work with users to lead them through effective question and answer efforts in order to properly represent their needs.
-Effectively translate an inexperienced user statement into a technically accurate problem statement that is both complete and concise.
-Insure that user expectations are understood and articulated.  If the user expectation is not within the guidelines, work with the user to modify the expectation or escalate to the supervisor of the Support Desk.
-Assist users with rudimentary IT user support including but not limited to MS Office Products, Email, Active Directory, internet and intranet use, printer support, directory structure navigation.
-Assess, debug and resolve technical problems.
-As defined in Support Desk practices, provide timely updates to users on all assigned tickets.
-Track and escalate overdue tasks, requests or tickets.
-Assists in the maintenance of the call tracking database with regard to updating pertinent user information (correct telephone numbers, location, etc.)
-Follows strict escalation procedures for problem/issue resolution
-Responsible for timely response and support when scheduled and authorized to cover after hours support to ensure continuity.
-Clearly communicate and/or escalate to their Manager, IT Operations staff, and other members of Support Services, and other concerned entities (ITD, vendors, other agencies) when necessary, regarding any IT Operations issues or disruptions (planned or unplanned) to insure clear communication and minimize user impact. 
-Assist with the processing and/or running of any related reports as requested.
-Participate in meetings as required and directed to ensure clear communication.
-Work and collaborate in a team environment with internal and external groups to improve overall customer service and support.
-Responsible for carrying an equitable proportion of the team’s overall call, ticket and project volume.
-Performs analysis on IT problems and has the ability to properly troubleshoot, identify and handle to clearance IT user support problems that range from simple password resets to medium complexity (initial diagnosis of PC hardware issues) in an expedient fashion to ensure minimal downtime.
-Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure related to DCF i-FamilyNet as required.
-Provides a level of technical knowledge and experience related to DCF and DCF i-FamilyNet that distinguishes them from their co-workers.
-Has expanded responsibilities due to their distinguished knowledge and experience that includes:  DCF i-FamilyNet
-Trains, mentors and supports co-workers in their area of expertise (Ca Unicenter, i-FamilyNet

Apply now!

 Preferred Knowledge, Skills & Abilities:
-3-5 years of relevant experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system and call queue.
-Strong interpersonal communication and written skills. The ability to communicate effectively with a wide range of employees, leaders at various levels, and with technical and non-technical customers.
-3-5 years of experience working in a collaborative, customer service focused environment that used a multi-channel (email, chat, phone, WebEx) setting for communication.
-Ability to take notes and record all interactions and steps taken with the users. Experience with at least one ticketing system. -ServiceNow preferred.
-In-depth knowledge of administration, troubleshooting and operation of Microsoft desktop operating systems: Windows 7/10 Professional.
-In-depth knowledge of hardware and troubleshooting of personal computers, printers and other commonly used peripheral devices.
-Experience with Active Directory account creation, password resets, distribution groups and other AD functions.
-Strong knowledge of Microsoft Exchange (including O365, EMS, and Azure)
-Experience using remote desktop tools to support users
-Experience to support Voice over Internet Protocol users and environment
-Knowledge of and experience with the local area networks (physical and logical)
-Ability to understand the laws, rules, regulations, policies and procedures, standards and guidelines governing all EHS activities

Preferred Education and Certifications:
-Bachelor’s Degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience
 

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.

By applying to this job, I agree to receive electronic communications including SMS text and email regarding future opportunities, referral bonus incentives, and other promotions from Trillium. You may opt out at any time from future communications by responding STOP to any electronic communication. You may view our full privacy policy at https://trilliumstaffing.com/jobs/privacy/.

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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