What are the responsibilities and job description for the IT Service Desk Analyst - 100% Onsite position at TalentBurst, Inc.?
Title : IT Service Desk Analyst
Location : Boston, MA
Duration : Multi Year Renewable Contract
Hours : 37.5 Hours per week
Position :
IT Service Desk Analyst Client is seeking a professional to join our team and ensure IT support for the organization. This is a fully on-site position. The work schedule for this position is Monday Friday 8 : 00 AM 4 : 00 PM. This role will be the first point of contact for technical issues, manage hardware and software troubleshooting, and support user onboarding and offboarding processes. The work directly contributes to the overall productivity and success of our team.
Specific Duties
Serve as the first line of contact for technical support inquiries, ensuring timely resolution or escalation of reported issues.
Diagnose and troubleshoot Tier 1 hardware, software, and network issues, providing guidance to end-users.
Manage and maintain accurate incident records in the ticketing system, documenting solutions and escalating unresolved issues to Tier 2 / 3 support teams.
Perform IT-related tasks for onboarding and offboarding employees, including assistance with account provisioning and hardware setup or recovery processes.
Collaborate with internal teams and external vendors to ensure seamless operations and minimal downtime.
Monitor infrastructure performance and identify areas for improvement.
Contribute to team documentation, including knowledge base articles and IT procedural guides.
Required Qualifications
Proficiency with Windows operating systems, Microsoft Office Suite, and common business applications.
Strong analytical and problem-solving skills.
Exceptional customer service and communication skills.
At least an Associate's degree in IT, Computer Science, or a related field OR two (2) years of experience in an IT support or service desk role.
Preferred Qualifications
This position requires a self-starter with the following capabilities and attributes :
Familiarity with IT service management frameworks like ITIL.
Experience with Active Directory, user account management, and basic network troubleshooting.
Minimum Entrance Requirements
Applicants must have at least :
A) Three years of full-time, or equivalent part-time, professional experience in electronic data processing, of which
B) At least one year must have been in work in which the major duties included computer systems analysis, or
C) Any equivalent combination of the required experience and the substitutions below.
Substitutions
An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.
A Bachelor's or higher degree with a major in the field of data processing or computer and / or information science may be substituted for a maximum of two years of the required (A) experience.
A diploma for completion of a two-year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational / technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.
An official transcript from a recognized business or vocational / technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.
Graduation from the data processing course of a recognized vocational / technical high school may be substituted for a maximum of one year of the required (A) experience.
Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.
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