Suffolk Construction Senior Help Desk Analyst in Boston, Massachusetts

The Senior Help Desk Analyst works on the corporate technical Help Desk team and focuses on resolving the more difficult issues. The majority of time is spent working with end users and IT staff to troubleshoot problems related to the desktop-computing environment. The position requires excellent leadership, communication, technical and interpersonal skills and the ability to provide superior support and service to a wide range of internal contacts.

If you are an innovative collaborator and proven performer who enjoys working on teams that deliver superior results, you may qualify for a rewarding career at Suffolk, a construction management firm that is sparking an industry revolution and has consistently been named a “best place to work”!

  • Responsible for providing timely and accurate end user support for issues of moderate to complex in scope (desktop/network/production applications, LAN/WAN, telecommunications, and hardware).

  • Deploys hardware and software; assist with creation of standards, images and documentation.

  • Reviews the ticket queue and looks for opportunities for training or additional documentation

  • Mentors and trains Help Desk staff members

  • Troubleshoots and resolves complex issues and works with other teams to follow the issues to resolution

  • Serves as an escalation and knowledge point for the other staff members to come to for technical advice and direction

  • Accurately and fully documents all troubleshooting and resolution steps within the Service Now ticketing system

  • Escalates critical incidents to Help Desk Manager and other IT groups as needed

  • Creates documentation and training material

  • Serves as second level support for VIP calls

  • Follows and creates standard operating procedures around process and documentation.

  • Recommends and implements process improvements

  • Manages small projects related to support processes

  • Additional duties as assigned

  • College degree preferred

  • 4 plus years experience working in IT role including Help Desk and Hardware deployment/configuration

  • SME knowledge of PC hardware and software with an emphasis on Microsoft environments.

  • Excellent working knowledge of all components of IT infrastructure including desktops, servers, routers, and wireless devices.

  • Ability to interface and service VIP’s with diplomacy and confidence

  • Familiarity with Service Desk Ticketing software (Service Now).

  • Above average troubleshooting skills with an aptitude for problem source isolation.

  • Above average customer service skills.

  • Willingness to work in a highly-structured environment.

  • Excellent communication skills, both oral and written.

  • Ability to work and prioritize well in a fast-paced, dynamic atmosphere, quickly tackling difficult issues with ease.

  • Very good time management skills.

  • Ability to develop processes and documentation

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stands; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level. Job site walking.

Suffolk provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, pregnancy or maternity, national origin, citizenship, genetic information, disability, protected veteran, gender identity, age or any other status protected by law. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment. Suffolk will not tolerate any unlawful discrimination toward, or harassment of, applicants or employees by anyone at Suffolk, or anyone working on behalf of Suffolk

ID: 2018-3428

External Company URL:

External Company Name: Suffolk Construction Company, Inc.

Street: 65 Allerton Street