Information Technology Help Desk
Company: New Era Technology company
Location: Boston
Posted on: May 8, 2024
Job Description:
Legislative Information Services - IT Help DeskThis position is
a part of the Legislative Information Services (LIS) Help Desk
group at a General Court. The role of the Help Desk Technician is
to assist users who are experiencing any procedural or operating
difficulty with the use of IT applications, products or services.As
the Help Desk Technician is the first point of contact for all user
support questions and problems, it is a critical role whose success
depends on upon providing users with prompt and effective
solutions.Typical Duties and Responsibilities
- Provides support for all Information Technology products and
services. Support may include answering questions, troubleshooting
problems, teaching or instructing customers regarding software or
hardware functionality, and communicating policy. Additionally, it
may involve troubleshooting printer issues and resolving
difficulties with Hearing Room and Chamber technology.
- Monitor Service Desk for tickets assigned to the queue and
process first-in first-out based on priority
- Determines most effective manner to resolve end user technical
issues. Engages in research and in-depth troubleshooting to resolve
problems. Consults with Operations group when necessary.
- Verifies that suggested solutions effectively resolve the
user's problems through verbal and/or e-mail follow up. Engage
customers for feedback and opportunities for improvement.
- Perform remote troubleshooting and support when
appropriate.
- Learn and incorporate any necessary new skills and processes to
provide service on new and evolving environment.
- Utilize industry standards in creating, maintaining, and
utilizing ticketing system. Update ticketing system with accurate
and timely information
- Expand and utilize knowledge base system to increase resolution
times.
- Monitor environment to ensure that all desktops and laptop PCs
remain in compliance.
- Install, test, and configure new workstations, peripheral
equipment, and software.
- Maintain inventory of all equipment, software, and software
licenses.
- Assist with onboarding and training of new users.
- Escalate unresolved tickets in a timely manner through
appropriate levels of escalation.Professional Knowledge and Skills
- Expert knowledge of Microsoft Windows 10/Office 365 in an
Active Directory environment.
- Working knowledge of Microsoft Active Directory, Group Policy,
Windows Print Services, Shared Directories, and other network
services.
- Experience configuring, maintaining, and supporting HP network
printers and enterprise level MFPs (Xerox, Ricoh, HP, etc.)
- Possession of excellent analytical, problem solving,
interpersonal, oral and written communication skills.
- Working knowledge of TCP/IP networking, including DHCP, ARP,
DNS, routing and switching.
- Ability to independently initiate, manage, execute, and report
tasks, as identified.
- Experience with an enterprise level ticketing system.Experience
and Education
- Associates degree in Computer Science or related discipline
preferred. Relevant experience may substitute for the degree
requirement on a year for year basis.
- 3+ years work experience providing end user support for network
printers, workstations running Windows 7 or greater in an Active
Directory environment.
- CompTIA A+, Network+, or Microsoft certification preferred.Work
Environment and Physical RequirementsWork environment includes
typical computer related noise levels and paper and equipment
generated dust. Exposure to video display terminals occurs on a
regular basis.Incumbent is on call to provide support services
during off hours. Moderate lifting may be required.This is a 12
month contract.
Keywords: New Era Technology company, Peabody , Information Technology Help Desk, IT / Software / Systems , Boston, Massachusetts
Didn't find what you're looking for? Search again!
Loading more jobs...