Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Help Desk Analyst II (3449-703)

Expired Job

Dentaquest Westborough , MA 01580

Posted 2 months 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

See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Help Desk Analyst II

United Site Services

Posted 2 months ago

VIEW JOBS 8/30/2018 12:00:00 AM 2018-11-28T00:00 We are looking for a customer service oriented Help Desk Analyst II for our Corporate office. This role delivers and provides technical support and problem management to end users on moderately complex issues regarding computer operations, including installations, setups and error messages. RESPONSIBILITIES: * Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handing customers with a professional attitude * Analyzes and resolves high volume incidents and requests regarding use of application software or technical hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases * Works with members of the desktop/network teams and other workgroups within the organization on projects and initiatives as needed * Identify, research and resolve technical problems to support all USS end users * Assist in troubleshooting technical issues within the USS network environment * Ensure tickets are accurately documented and resolved in a timely manner * Ability to manage Active Directory users, groups, and computer accounts * Ability to manage Microsoft Exchange groups, contacts and mailboxes * Ability to perform desktop and laptop builds and rebuilds from OS, networking and application installations * Strong commitment to customer support * Responsible for the training of Tier I technicians * Act as escalation point on all support tickets unable to be resolved by Tier I * Evaluate technical issues and determine procedure necessary to resolve problem. Forward complex issues to the appropriate technical resource in a timely manner * Identify trends in issue reporting and come up with preventative solutions * Provide documented options and technical solutions for business reports In order to be successful at this job, here are some SKILLS you should have: * Customer Service * Teamwork * Organization * Communications * Decision Making and Problem Solving * 2+ years of work experience and Technical degree preferred; or equivalent combination of education and experience. * Fundamental understanding of networking, including TCP/IP, DNS and DHCP * Intermediate proficiency level of the latest version or its most immediate predecessor of Windows 10, Microsoft Office Suite, Microsoft Exchange and Active Directory * Customer service orientation and/or prior customer service training Additional Requirements: * Self-starter * Strong commitment to customer support * Demonstrates ability and desire to learn Corporate, Division and Facility-specific applications, technology and terminology * Demonstrated ability to learn customer support processes and techniques * Task and time management skills * Analytical and problem solving skills * Competency in MS Office Suite * Competency in call center tracking tools * Ability to troubleshoot network problems * Prior experience supporting customers in use of application software * MS Office Suite, 2013 to 2016 * Active Directory * Microsoft Exchange * IE, Firefox and Chrome * Windows 8.1 / 10 Operating Systems * Remote access -- VPN * Desktop and laptop computers / Imaging * Install and support of PC hardware and peripherals * Basic, smartphones and hand held tablets * Help Desk ticketing software * Network Folder Permission and Inheritance * Network Printer/Scanner configuration Preferred * Citrix, XenApps and XenDesktop * Thin Clients/Wyse Terminals * Enterprise Anti-Virus software * Network monitoring software United Site Services Westborough MA

Help Desk Analyst II (3449-703)

Expired Job

Dentaquest