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9504
PERM

Sr. HelpDesk Analyst

Location: Framingham, Massachusetts

Connexion Systems & Engineering, a Boston based IT and Engineering Solutions Company immediately seeks individuals with the following skills:

 

Date Posted: 1/24/2019

Hiring Organization: Connexion Systems & Engineering

Job Title: Sr. Helpdesk Analyst

Industry: IT Support

Location: Natick, MA

Employment Type: Full Time, Permanent

Pay Range: 40-45K  

Duration:  Permanent

Job#:bh9504

 

Sr. Helpdesk Analyst

Duties/Responsibilities:
•Respond to inbound technical calls and helpdesk tickets from customers in an efficient, courteous, and knowledgeable manner
•Ensure that all calls taken have been resolved and if not resolved, ensure escalation has been done and the associate has been contacted
•Proactively determine ways to improve support/service and reduce the number of inbound calls
•Maintain an open line of communication regarding events, outstanding issues and client follow-up
•Assist with installation and/or upgrade of software and hardware
•Resolve problems by gathering information, determining the customers' needs and conducting research to find a correct solution
•Acquire and maintain a working knowledge of a wide range of applications and systems
•Rebuild workstations when required to resolve support issues
•Maintain documentation for the calls received and job function responsibilities
•Administer Microsoft Active Directory, Exchange User Accounts

Education and Training:
•Associates/Bachelor’s Degree with 2 - 3 years of IT support or MSP experience
•Knowledge of Windows 10 required
•Experience using and supporting Microsoft Office 2013/2016 is required
•Experience with Microsoft Server and Active Directory preferred

Qualifications:
•Valid driver's license
•Strong oral and written communication skills

Ability to:
•Handle large volumes of calls each day, occasional travel to customers for onsite support
•Efficiently and accurately resolve associate problems
•Perform duties in highly interruptive conditions
•Frequently lift and carry computer equipment on the average of 20 pounds
•Perform duties and make decisions with patience and tact under frequent time pressures
•Troubleshoot utilities and handle desktop deployment and Basic network technology concepts (Email, Servers, Firewalls, VPN, DNS, Mobile Devices)

 

 

 

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Contact Info:                                                                                                                                             

 

ConneXion Systems & Engineering

490 Boston Post Road

Sudbury, MA 01776

jobpostings@csetalent.com