Helpdesk Analyst

job summary:
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location: Woburn, Massachusetts
job type: Contract
salary: $25 - 30 per hour
work hours: 8am to 4pm
education: Bachelors
 
responsibilities:
This position will be the first point of contact for internal customers requesting IT assistance

Essential Functions

Receive internal customer calls, emails, and chat support requests

Troubleshoot and resolve IT issues and escalate tickets as needed

Log all support calls in an IT tracking helpdesk database

Diagnose software and hardware issues

Actively respond to questions and handle complaints

Build and deploy new endpoint devices

Participate in on-call rotation for end user support

Ensure that the quality of service and support provided meets or exceeds expectations

Other duties as assigned

!!!! Excellent customer service skills!!!!

Hands-on experience with IT help desk

Experience using a helpdesk ticketing system

knowledge and experience with:

• Microsoft Windows 10/11
  
  
• Microsoft Office 365 suite including InTune/Endpoint Manager or another Mobile Device Management platform
  
  
• Microsoft Teams and SharePoint online
  
  
• Windows network user setup and configuration
  
  
• Hardware maintenance and support to include desktop, laptop, mobile phones/tablets, and printers
  
  
• Patch management and Vulnerability management solutions
  
  
• Remote control software
  
  
• VOIP or other Unified Communication as a Service platform

Microsoft Azure experience is preferred

Familiarity with Microsoft SharePoint Online and Teams and how to configure sites and user permissions is preferred

Experience with Virtual Desktop Infrastructure, specifically VMWare Horizon is strongly preferred

Banking and FIS experience is preferred, but not required

Strong written and verbal communication skills

Excellent time management skills

Effective decision making and problem-solving skills

Strong relationship building skills

Demonstrates organization and prioritization skills

Ability to effectively communicate technical concepts to other technical staff members

1 years of related technical experience in a Help Desk environment

Education: minimum level of formal education required to fulfill the responsibilities and duties of this position under normal circumstances.

Associates degree in Computer Science, Information Technology, or related technical field or equivalent experience.

 
qualifications:

• Experience level: Experienced
• Minimum 3 years of experience
  
  
• Education: Bachelors

 
skills:

Helpdesk

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).



For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.