Help Desk Analyst II (3449-703)

Dentaquest Westborough , MA 01580

Posted 4 days ago

DentaQuest provides enterprise Help Desk support for in-house and remote users via a 3 tiered architecture with staff resources distributed amongst their locations in Massachusetts, Wisconsin, and Florida. Tier 1 performs desktop hardware/software deployments and provides basic desktop hardware/software administration and support; also will participate in project deployments as necessary. Tier 2 engineers desktop solutions, provides advanced desktop hardware/software administration and support, and performs basic network diagnostic and administrative tasks; also will participate in projects as needed for developing desktop deployment strategies. Tier 3 support is provided by subject matter experts and engineers from other disciplines within information technology and the organization - such as Network Engineering, Data Center Operations, Applications Development, etc.

This position will be onsite in Boston, MA for 2-3 days and/or 2-3 days in Westborough,MA.

JOB DUTIES AND RESPONSIBILITIES:

  • Triage support requests in an efficient and timely manner - resolving those within the purview of Tier 1, escalating other tickets to appropriate next level support staff

  • Create and maintain documentation for 1st level support solutions and processes

  • Create and maintain instructional documentation for end users

  • Assist with hardware deployments and support when called upon

  • Other duties as assigned

Required Skills

  • Ability to take direction, and to work well independently and in a team environment

  • Adept at working with changing technology

Required Experience

JOB REQUIREMENTS:

  • MCP Certification, equivalent or better degree/certification

  • 2 or more years of professional experience

  • Proficiency with recent Microsoft desktop Operating Systems and Office Suites

  • Demonstrated ability to successfully interface with clients with a professional and positive approach to problem resolution

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Help Desk Analyst II (3449-703)

Dentaquest