ActioNet, Inc Help Desk Specialist in Cambridge, Massachusetts
Help Desk Specialist
Client Technical Services Support & Training
Position at ActioNet
Help Desk Specialist
This is a customer-facing role requiring excellent communication skills, a pleasant phone manner and a passion for consistently exceeding the expectations of our customers. Provide IT technical skills to a team that provides Tier 1 Call Center and Tier 2 Desktop troubleshooting to approximately 1500 users.
Provide support for all IT related concerns and technologies; i.e. Windows7/10 Office 13/16, Exchange, Bomgar, Active Directory, File/Print Services etc.
Field phone calls or chats throughout the day from internal employees
Prioritize and evaluate a variety of technical issues
Ensure proper recording, documentation, and closure of tickets
Triage, resolve, and escalate issues to appropriate teams
Provide installation, configuration, and break-fix for desktops, laptops and peripherals.
Perform day-to-day responsibilities utilizing an IT Service Management System (RemedyForce) for ticket workflow management and documentation log database.
Essential job functions must include, strong analytical and troubleshooting skills. The ability to work in a team environment providing solutions to diagnose and resolve problems. Perform research if necessary to answer questions and resolve issues. Stay current with existing and emerging technologies, changes and updates. Must have a functional understanding of Windows systems, applications, and be able to support the following technologies:
5+ years of relevant IT experience demonstrating continuous technical career growth, in Microsoft environments.
Previous experience leading a service team
Strong organizational and time management skills
Strong verbal and written communication skills
Microsoft Windows 7 & 10 Operating Systems
Microsoft Office Suites 2013/2016
Microsoft Active Directory - User management
Microsoft Deployment Toolkit (MDT) for imaging
User State Migration Tool (USMT) for backing up user profiles
Symantec Endpoint Encryption
Microsoft file and print services
Blackberry and Apple Mobile Systems
Basic to intermediate LAN and WAN Networks
Remote connections and VPN Access
DELL and Apple PC hardware
Apple MAC Operating System (a plus)
Require previous Help Desk or Desktop support experience, responding to incoming calls, email messages, and walk-up customers.
Experience with Endpoint Encryption formerly known as SafeBoot.
Remote VPN Access
Remedy service desk software
Ability to obtain a Public Trust security clearance.
Team Player, willing to share knowledge and pitch in wherever needed
Multi-tasking, Prioritization, and Time Management
Technical Aptitude – capable of handling a multitude of technical issues
Excellent written and verbal communication - Ability to accurately convey an issue
Patience & Flexibility
Ability to pivot and act in a timely manner
ActioNet is an Equal Opportunity/Affirmative Action employer
All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. ActioNet’s commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment.
The ActioNet Career Center is accessible to any and all users. If you would like to contact us regarding the accessibility of this portal or you need assistance completing the application process, please contact Jonathan Dobles, Technical Recruiter, at 703-204-0090 ext 195 or JDobles@ActioNet.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.