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Analogic - Peabody, MA
posted 2 months ago
About the position
The IT Help Desk Technician at Analogic plays a crucial role in providing technical support and assistance to end users regarding computer systems, hardware, and software. This position involves troubleshooting, maintaining, and monitoring various devices, ensuring efficient operation and resolution of technical issues. The technician will utilize help desk management software to document problems and solutions, contributing to the overall success of the organization by supporting healthcare and security technology initiatives.
Responsibilities
- Provides technical assistance and support to end users related to computer systems, hardware, or software
- Troubleshoots, maintains, and monitors external and internal hard drives, printers, plotters, and scanners
- Responds to queries, creates and updates tickets, isolates problems, and determines and implements solutions or escalation procedures
- Answers Help Desk line and monitors tickets in multiple queues to facilitate processing of customer support requests
- Examines personal queues to prioritize and complete work to meet or exceed response and resolution targets
- Follows defined policies and procedures to manage workflow, including escalation of tickets
- Utilizes available resources to promptly and accurately identify resolutions
- Maintains inventory of equipment, hardware, software, and supplies
- Understands, applies, and utilizes information gained by reading, studying, and reviewing technical documentation, manuals, TechNet, and other support sources
- May maintain tracking system for usage evaluation
- Other duties as assigned
Requirements
- Associate's degree or equivalent work experience plus two years of technical support experience
- CompTIA A+ or Network +, Microsoft MCP or MCSE or other industry recognized certification or working towards one
- Solid understanding of Microsoft Windows 10 (and older OSs) and how operating systems work
Nice-to-haves
- Experience installing, configuring, upgrading and troubleshooting hardware and software including but not limited to logical devices
- Experience with Mac OS
- Experience with Microsoft Office 365 (and older suite)
- Active Directory experience
- Experience with ticketing system
- Experience with engineering tools
- Experience with VPN
- Experience with antivirus software
- Remote support experience
Benefits
- 9/80 work schedule - enjoy every other Friday off!
- Comprehensive benefits including medical, dental, vision, life insurance and disability plans
- HRA (for PPO plan participants) /HSA (Health Savings Account for high deductible plan participants) contribution
- 401K with company match and immediate vesting
- Continuous Education Assistance
- Supportive culture that values innovation, collaboration, and excellence
