Job Description
Job Description
Technical Support Analyst
This is an exciting opportunity for a sharp Technical Support Analyst to join a dynamic organization where you can make an impact.
RESPONSIBILITIES:
- Approximately 60% is in-person support, and 40% is phone, email, and chat support
- Each week, do an 8 hour of help desk/phone support rotation
- Resolve Level l Incident and Service Request tickets
- Triage Level II and Level III Incident and Service Request tickets
- Troubleshoot and resolve Incident tickets related to technical difficulties with hardware, software, and the network
- Validate with internal customers that the Incident or Service Request has been resolved and update the ITSM ticketing system.
- Interface effectively with IT infrastructure, security, applications management, database, and governance personnel.l
- Obtain a strong knowledge of IT Security Policies, Processes, and Procedures.
- Adhere to and execute IT Security Policies, Processes, and Procedures
- Write and update knowledge-base articles
- Actively contribute to IT's Continual Service Improvement efforts
- Ability to complete multiple simultaneous projects and support tasks promptly
- Perform other duties or special projects as assigned
This is a six-month contract-to-hire position. You will mainly support our offices in Dorchester and Braintree, Massachusetts. You must be able to work flexible hours as needed, be on call, or work some weekends. We usually work 3 to 5 hours overtime a week. This is an excellent opportunity to make an impact and take your career to the next level.
Visionaire Partners offers a 401k with up to 4% match, medical, dental, vision, life insurance, short and long-term disability, critical illness, hospital indemnity, accident coverage, and Medical and Dependent Care Flexible Spending Accounts.
REQUIRED SKILLS:
- 1+ years of technical support experience if you have certifications or a degree. If not, you need 2+ years of experience.
- Windows support
- MS Office support
- Active Directory
- Network support and troubleshooting
- Able to image/configure an out-of-the-box PC
- Able to re-image PCs and install approved apps and systems access
- Strong working knowledge of email spam filtering tools
- Able to validate that a PC is fully encrypted
- Software and hardware support
- Strong deskside support experience
- Excellent customer service and communication skills
- Strong documentation skills
- Ability to work flexible hours as needed, over time (3 to 5 hours a week), be on call, work some weekends for special projects
- Must have a valid driver's license and a clean driving record
- Must own a reliable vehicle
- Must be able to transport IT equipment between offices
- You must be able to use your cell phone for work calls and texts
- Travel out of state to one of our other offices during the first 3 to 4 weeks for training (expenses covered)
- Ability to pass a complete background check and drug test (excluding marijuana)
PREFERRED SKILLS:
- Cisco UCM Cloud
Must be authorized to work in the U.S./Sponsorships are not available.