Help Desk Analyst II

United Site Services Westborough , MA 01580

Posted 3 months ago

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.


  • 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


  • Citrix, XenApps and XenDesktop

  • Thin Clients/Wyse Terminals

  • Enterprise Anti-Virus software

  • Network monitoring software

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Help Desk Analyst II

United Site Services