Help Desk Analyst II

Professional Services Boston, Massachusetts

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Description

Position at Zones LLC.

Position Details: 
Term:  6 - 12 month contract - option to renew
Location: Onsite in Cambridge, MA 02142
Hours: Mon-Friday 8-5pm local time. 
Up to $38.46/hr + benefits.
What you'll do as the Help Desk Analyst II
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
      • Be the first point of escalation for tickets from the Tier 1 team
      • Maintain the onsite Tech Bar hub
      • Provide in-person support of user issues and escalations to the team as needed
      • Troubleshoot hardware, software, and access/permissions issues
      • Troubleshoot issues with integrated systems
      • Manage shipping and receiving equipment to/from remote Workers
      • Provide asset management and reconciliation services
      • Establish relationships with all internal Technology Teams to transition additional tasks as needed
      • Continue maintenance of the knowledge transfer documents 
      What you'll bring to the table: 
       
      • Minimum of Associates Degree preferred in computer/IT related field and 2+ years experience in a technical support role. 
      • Self-discipline. Must be self-disciplined and be able to prioritize tasks in order to meet deadlines, deliver solutions by the promised date, and stick to a task until it’s finished.
      • Excellent problem-solving skills. Must be an excellent problem solver, able to see a problem through until its resolution. Candidate must be willing to work until the solution is satisfactory and the customer is happy.
      • Attention to detail. Must have great attention to detail to be able to detect tiny miscalculations and errors. Needs to be patient enough to go through every detail to detect the source of any glitch.
      • Great communication skills. Must have great listening skills as well as the ability to explain technical concepts to customers that are not technical.
      • Passion for technology. Should always stay up to date on the latest tech developments.
      • Ability to configure and troubleshoot email clients such as Microsoft Outlook.
      • In depth knowledge interacting with a variety of hardware and software platforms, including Microsoft Windows operating system, MAC OS, and associated peripherals.
      • In depth knowledge of the Microsoft O365 suite of applications * - Word, Excel, PowerPoint, Outlook, etc.
      • Experience with ticketing software
      • Familiar with EDR/anti-virus/ Malware protection management.
      • Google Workspace awareness/experience preferred
      • Google Meet experience preferred
      • Logitech knowledge preferred but not required
      At Zones, work is more than a job –with exciting careers with a global team who are client centric, have a passion for tech, who embrace change and lifelong learning in a collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you! 
      All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status or on the basis of disability.  

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