Helpdesk Specialist Tier I

PINE STREET INN INC•Boston, MA

just now•$61,464 - $76,830•Onsite

About 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

High School Diploma. PC hardware, network, and/or server training.
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.

Nice To Haves

Microsoft Certified, or Bachelor Degree in Computer Engineering.
Experience with supporting the Microsoft Office Suite of applications.
Experience supporting Office 365 application and Azure.

Responsibilities

Supporting end users on a variety of technical issues
Working with the Helpdesk team
Be the first tier of support on any helpdesk request or problem
Supporting remote workforce and troubleshooting those computers connectivity while maintaining Windows patches and Antivirus.
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.