Helpdesk Specialist Tier I at PINE STREET INN INC

Boston, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

06 May, 26

Salary

76830.0

Posted On

05 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Helpdesk Support, End User Support, Troubleshooting, Desktop Support, Networking Issues, Windows 10, Office Products, Intune, Office 365, Device Management, Documentation, Change Management, Ticket Resolution, Analytic Thinking, Problem Solving, Project Management

Industry

Non-profit Organizations

Description

Description SCHEDULE: Monday - Friday 9:30 a.m. – 6:00 p.m. Pays $61,464.00 - $ 76,830.00 annually DOE - (Salary ranges provided are based on relevant experience and skill set) LOCATION: 444 Harrison Ave, Boston, MA SUMMARY OF THE POSITION: This position is responsible for supporting end users on a variety of technical issues, working with the Helpdesk team and be the first tier of support on any helpdesk request or problem. This position will report to the Help Desk Manager. The scope of responsibility for this position not only covers the aspects of Helpdesk, but also interoperations with Network Administrators and End Users. Requirements EDUCATION/TRAINING: REQUIRED: High School Diploma. PC hardware, network, and/or server training. PREFERRED: Microsoft Certified, or Bachelor Degree in Computer Engineering. KNOWLEDGE/EXPERIENCE: REQUIRED Prior Helpdesk experience, two or more years, supporting end user requests as well as resolving desktop and networking issues. Familiar supporting remote workforce and troubleshooting those computers connectivity while maintaining Windows patches and Antivirus. Experience with the Microsoft Windows 10 Operating System and Office products. Experience supporting remote devices using Intune in Office 365 and its device management services. Provide documentation and guidance to employees for new applications before or after any upgrades. Maintain desktop inventory documentation in Helpdesk System. Work closely with the Helpdesk Manager to maintain documentation using the change management system in place. Assist other team members on a variety of projects, end user projects or ITS technical projects. Identify, research and resolve various technical problems. Follow up on helpdesk ticket and complete in the timely fashion. Escalate the request to another ITS member if can’t be resolved in order to meet the response time of ITS. Updates job knowledge by participating in educational opportunities; reading professional publications, working in established carrier path and passing Microsoft exams. PREFERRED: Experience with supporting the Microsoft Office Suite of applications. Experience supporting Office 365 application and Azure. COMPETENCIES REQUIRED: Analytic Thinking: Participates in weekly technology meetings where he / she shows a great interest and curiosity about the technology for long-term success. Identifies problems and mitigate by using the latest technology. Thinking and planning ahead when it comes to designing new solutions. Attention to Details: Demonstrates concern for thoroughness and accuracy. Identifies multiple sources/approaches of information to ensure that details are addressed. Reviews work documentation for accuracy and thoroughness. Follows up to ensure Helpdesk tickets are completed and commitments are met in the timely fashion. Verifies that work has been done according to procedures and standards. Stays on the top of network documentation by updating any changes. Uses change management system created in office 365 to record any changes to the network. Project Management: Team player on the various tasks of the assigned projects. Complete assignments assign by the Helpdesk Manager. Takes personal responsibility, with guidance, for small, straightforward projects, involving coordination with others. Understands the importance of reporting quality information on the project. Problem Solving: Identifies alternate solutions, considering applicable precedents. Identifies optimal solutions based on weighing the advantages and disadvantages of alternative approaches. After implementation, evaluates the effectiveness and efficiency of solutions.

Responsibilities

This role serves as the first tier of support for all helpdesk requests, responsible for assisting end users with a variety of technical issues while collaborating with the Helpdesk team. Responsibilities also include interoperations with Network Administrators and End Users, identifying, researching, and resolving technical problems, and ensuring timely ticket completion.