Help Desk Analyst
Quincy, MA/ Hybrid
Long term contract
Hours: 37.5 hours/week
For the call center team, the Help Desk Analyst is responsible for the timely and professional execution of all tasks associated with providing excellent customer support relative to IT services, application, products, hardware, software, access, etc. in a Support Desk environment. This team member will complete all specifically assigned tasks and generally assigned tasks within the policies and procedures outlined by client and its agencies. This includes all policies and procedures regarding IT security, personal health information (PHI), personal identity information (PII) as well as Commonwealth and industry standard safeguards regarding appropriate business use of technology .
The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM. Schedules are subject to change based on the operational needs of the business. This opportunity is Hybrid .
DETAILED LIST OF JOB DUTIES AND RESPONSIBILITIES:
- Responsible for Customer/User satisfaction as it relates to IT services and support.
- Respond to Support Desk calls using the help desk reporting process to ensure IT services are provided in a seamless fashion to users. ·
- Respond within IT service level agreements to resolve open tickets to reduce end user downtime.
- Responsible for working within a call center environment or as a member of a site team as required.
- Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure.
- Can professionally work with users to lead them through effective question and answer efforts in order to properly represent their needs.
- Effectively translate an inexperienced user statement into a technically accurate problem statement that is both complete and concise.
- Ensure that user expectations are understood and articulated. If the user expectation is not within the guidelines, work with the user to modify the expectation or escalate to the supervisor of the Support Desk.
- Assist users with rudimentary IT user support including but not limited to MS Office Products, Email, Active Directory, internet and intranet use, printer support, directory structure navigation.
- Assess, debug and resolve technical problems.
- As defined in Support Desk practices, provide timely updates to users on all assigned tickets.
- Track and escalate overdue tasks, requests or tickets.
- Assists in the maintenance of the call tracking database with regard to updating pertinent user information (correct telephone numbers, location, etc.)
- Follows strict escalation procedures for problem/issue resolution
- Responsible for timely response and support when scheduled and authorized to cover after hours support to ensure continuity.
- Clearly communicate and/or escalate to their Manager, IT Operations staff, and other members of Support Services, and other concerned entities (ITD, vendors, other agencies) when necessary, regarding any IT Operations issues or disruptions (planned or unplanned) to ensure clear communication and minimize user impact.
- Assist with the processing and/or running of any related reports as requested.
- Participate in meetings as required and directed to ensure clear communication.
- Work and collaborate in a team environment with internal and external groups to improve overall customer service and support.
- Responsible for carrying an equitable proportion of the team's overall call, ticket and project volume.
- Performs analysis on IT problems and has the ability to properly troubleshoot, identify and handle to clearance IT user support problems that range from simple password resets to medium complexity (initial diagnosis of PC hardware issues) in an expedient fashion to ensure minimal downtime.
- Performs tasks needed to accurately/completely prepare, administer, track and update support desk ticket from the initial call to closure related to DCF i-FamilyNet as required.
- Provides a level of technical knowledge and experience related to DCF and DCF i-FamilyNet that distinguishes them from their co-workers.
- Has expanded responsibilities due to their distinguished knowledge and experience that includes: DCF i-FamilyNet.
- Trains, mentors and supports co-workers in their area of expertise (Ca Unicenter, i-Family Net).
QUALIFICATIONS: Experience, Knowledge, Skills & Abilities:
- 3-5 years of relevant experience supporting Microsoft Operating Systems preferably in a service desk environment with a helpdesk ticketing system and call queue.
- Strong interpersonal communication and written skills.
- The ability to communicate effectively with a wide range of employees, leaders at various levels, and with technical and non-technical customers.
- 3-5 years of experience working in a collaborative, customer service focused environment that used a multi-channel (email, chat, phone, WebEx) setting for communication.
- Ability to take notes and record all interactions and steps taken with the users.
- Experience with at least one ticketing system. ServiceNow preferred.
- In-depth knowledge of administration, troubleshooting and operation of Microsoft desktop operating systems: Windows 7/10 Professional.
- In-depth knowledge of hardware and troubleshooting of personal computers, printers and other commonly used peripheral devices.
- Experience with Active Directory account creation, password resets, distribution groups and other AD functions.
- Strong knowledge of Microsoft Exchange (including O365, EMS, and Azure)
- Experience using remote desktop tools to support users
- Experience to support Voice over Internet Protocol users and environment
- Knowledge of and experience with the local area networks (physical and logical)
- Ability to understand the laws, rules, regulations, policies and procedures, standards and guidelines governing all EHS activities
Preferred Education and Certifications:
Bachelor's Degree in Computer Science, Information Systems, Business Administration or other related field or equivalent work experience.
