What are the responsibilities and job description for the Helpdesk Analyst - REMOTE position at Software Guidance & Assistance?
Job Description
Software Guidance & Assistance, Inc., (SGA), is searching for a Helpdesk Analyst - REMOTE for a Temp To Hire assignment with one of our premier Research and Advisory clients in Burlington, MA.
The Helpdesk Analyst will report remotely to the IT Service Desk Manager and will have a working relationship with all members of the company. The primary function of this position is to provide end-user support though incoming phone and ticketing requests. Responsibilities also include troubleshooting domain credentials, hardware, operating system and software problems, administer departmental shared software and hardware and monitor and distribute helpdesk tickets.
Responsibilities :
Required Skills:
Preferred Skills:
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
The Helpdesk Analyst will report remotely to the IT Service Desk Manager and will have a working relationship with all members of the company. The primary function of this position is to provide end-user support though incoming phone and ticketing requests. Responsibilities also include troubleshooting domain credentials, hardware, operating system and software problems, administer departmental shared software and hardware and monitor and distribute helpdesk tickets.
Responsibilities :
- Devises and executes the solutions for workstation hardware and software issues or for segments of more complex software problems.
- Assists with the installation and support of new and upgraded workstation hardware and software and ensures the integrity and optimal operation of the hardware and software as assigned.
- Assists with recommending, implementing and documenting new hardware and software solutions that improve the associate workstation experience. This also includes suggesting changes to existing policies and procedures or assisting with the creation of new policies or procedures to improve the overall customer experience.
- Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades.
- Working with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule.
- Analyzing and making recommendations for hardware and software standardization Creating user accounts and managing access control based on company policies
- Troubleshoot support issues
- Review and assign incoming ticket requests
- Process documentation
- Monitor phone support requests
- Collaborate with co-workers and team meetings
- Other duties may be assigned.
Required Skills:
- A bachelor's degree in a computer-related field and three to five years of experience installing and supporting PC and laptop hardware and software
- 2 years of experience is required for this role
- Equivalent experience will be accepted in place of the education requirement.
- Extensive experience with desktop hardware, software applications, operating systems and network connectivity.
- Must be customer service-oriented and proactive in anticipating and resolving problems while maximizing efficient use of computing resources.
- Sufficient knowledge of Microsoft Operating Systems
- Monitoring/troubleshooting skills
- Active Directory/Azure AD User Management
- Knowledge of all computer components and peripherals
- Ability to be part of an on-call support rotation and address emergency situations
- Remote Support Tools (eg. TeamViewer)
Preferred Skills:
- Client networking skills TCIP/IP, DNS, DHCP, Wi-Fi
- VPN client knowledge
SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do. Be yourself, love what you do and find your passion at work. Please find us at .
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
Salary : $28 - $33
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