What are the responsibilities and job description for the Help Desk Analyst position at firstPRO Inc.?
FirstPRO is now accepting resumes for a Help Desk Analyst based in Burlington, MA. This role will focus on supporting internal candidates on hardware, software, applications and peripherals, in-person, over the phone, through email, and using remote tools. This is a contract to permanent hire role.
Responsibilities
- Addressing all end user requests that come in via Ticketing system, phone, chat and onsite
- Documenting procedures, best practices and performing training or application support as needed
- Responsible for researching and solving IT endpoint hardware problems/issues
- Support the Software upgrade cycle, including the development of IT process and procedures behind keeping machines and software current
- 24/7 on-call duty may be required
- Support of end user mobile devices (iPhone, iPad, Android)
- Assist on Corporate IT and Customer impacting projects as needed.
- Other duties as assigned
Qualifications
- 1-3 years’ experience with Windows (Client & Server), and Mac (Client) operating systems and troubleshooting problems with Windows-related software, including:
- Active Directory Users and Groups
- Microsoft Office Applications
- Strong analytical and problem-solving skills across multiple platforms. (HW, OS, Network, etc.)
- Ability to field Tier I-III support requests, via ticket, email, slack, phone and ad-hoc walk-ups
- Strong HW\SW inventory capabilities, asset\license management, and capacity planning
- Working knowledge of deploying and troubleshooting client endpoints (Win10, OSX)
- Flexibility to provide after-hours support on a rotational basis
Job Types: Contract, Temp-to-hire
Pay: $30.00 - $37.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person
Salary : $30 - $37
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