Help Desk III

Alexander Technology Group is seeking an experienced Senior Help Desk Analyst for a client north of Boston. The Senior Help Desk Analyst will have ownership level I-III support of a local user base consisting of over 200 users. The position will involve both hands-on and remote support for users in addition to IT project work and some light systems and network administration.

Responsibilities

• Work directly with customers via the phone, onsite, and online, to provide services and help resolve IT & related problems.
• Troubleshoot and diagnose desktop hardware, software and network problems, tune performance of systems affecting end-users and provide solutions to problems using discretion and technical expertise.
• Build and deploy (adds, moves, changes) PC hardware, load appropriate software packages such as operating systems, networking components, printers, networked copiers, scanners & custom applications as required.
• Provides oversight, tracking, and reporting on the status of escalated tickets.
• Troubleshoot/support LAN and on-site servers via tickets, alerts and change management. Qualifications:
• 5 years of system, network, and support experience in technical help-desk or desk-side IT support environment.
• Solid PC hardware, software, and Windows operating system knowledge with superior troubleshooting skills.
• Solid skills and understanding of Microsoft Office applications / Office 365, Windows Server, VMware, Hybrid Active Directory /Azure, InTune, AutoPilot.
• Solid experience using Help Desk, RMM, remote access /support /deployment tools, infrastructure management, and documentation systems.
• Solid skills and understanding of other common business applications.
• Solid knowledge of backup/restore and DR technologies, relational databases, BI reporting, network topology & protocols, and hardware on Cisco / Meraki platform.
• Experience in analysis, implementation, and evaluation of IT systems and their specifications.
• Experience supporting mobile devices iOS, Android, scanners, and tablets. If you are an experienced IT professional looking for an environment where you can solve complex problems for an internal user base, apply to the Senior Help Desk Analyst opening today!
  
  

Note: This position is onsite every day. Only applicants currently living in Massachusetts or New Hampshire with valid transportation will be considered at this time.

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