Service Desk Analyst

Parksite•Woburn, MA

About The Position

The Service Desk Analyst is responsible for providing high-level technical support to end-users, ensuring they can effectively utilize the organization's systems and tools. This role involves direct support to Parksite end users / associates by directly interacting, via help desk ticket system, phone calls, face to face, chat and email. This role is involved with troubleshooting a variety of technical issues including hardware, software, user account management and clear communication and collaboration with other IT functions.

Requirements

3+ years of experience in a technical support or help desk role, with a proven track record in troubleshooting and resolving technical issues.
Strong understanding of computer systems, mobile devices, and other technology products.
Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users.
Experience with common software applications, including Microsoft Office Suite, collaboration tools, and cloud-based services.
Proficiency in Windows, as well as mobile platforms (iOS, Android).
Basic knowledge of networking concepts and troubleshooting techniques.
Strong technical skills in troubleshooting hardware and software, excellent communication and leadership abilities, and a deep understanding of IT systems and infrastructure.
Strong problem-solving skills with a customer-centric approach.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Empathy and patience, with a genuine desire to help users resolve their issues.
Team-oriented mindset with a willingness to share knowledge and collaborate with colleagues.
Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
Experience: Several years of experience in IT support, with a proven track record of resolving complex technical issues and providing high-level support.

Nice To Haves

Experience with IT service management (ITSM) tools and ticketing systems.
Familiarity with remote desktop applications and help desk software.
IT certifications such as CompTIA A+, ITIL, or equivalent are a plus.
Asset management experience – laptops, phones, etc.
Relevant certifications such as CompTIA A+, ITIL, MCP, MCSA, or equivalent are preferred.

Responsibilities

Act as the primary liaison for end user inquiries, providing timely and accurate solutions to technical problems via phone, email, and chat.
Diagnose and troubleshoot hardware, software, and networking issues, utilizing your technical expertise to resolve client concerns.
Document and track end user interactions and technical issues in our ticketing system, ensuring thorough record-keeping.
Collaborate with other IT functions to assist and escalate complex issues and provide feedback.
Create and maintain user documentation, FAQs, and training materials to enhance customer self-service capabilities.
Conduct follow-up communications with clients to ensure issues are fully resolved and satisfaction is achieved.
Incident Management: Manage and prioritize help desk requests, ensuring prompt and accurate resolution of incidents.
Documentation: Maintain detailed records of support requests, resolutions, and system changes.
Collaboration: Work closely with other IT professionals and departments to address complex technical problems and manage projects.
Continuous Improvement: Identify opportunities for improving IT infrastructure and resources to enhance user experience.