Previous Job
Previous
Help Desk Specialist
Ref No.: 17-00866
Location: Boston, Massachusetts
Start Date: 10/11/2017
Title: Help Desk Specialist
Type:  Contract
Length: 6+ Months Long Term
Location: Marlborough MA
Interview Process: PS & Face to Face


Responsibilities:
  • Tracks escalated issues for timely resolution, and reviews solution for inclusion in Knowledge Base
  • Seeks opportunities for continuous process improvement
  • Along with the rest of the team, meets or exceeds all department goals
  • Candidate will be able to work from home  1 day per week at manager discretion (Saturday)
  • Weekend Off hours back up support required every 10 weeks
  • Financial services business experience a plus
  • Flexibility is a key requirement for us. We are looking for a candidate that is looking for a long term engagement.
  •  Should enjoy this work, and should be passionate about working in a call center environment.
Qualifications:
  • Needs to be Dependable, Self-Reliant, Punctual, Responsive, and Accountable to the clients, the work, and the team
  • Powershell experience is now a big plus but not a requirement
  • Must possess excellent written and verbal communication skills 
  • Looking for 3-5 years of Help Desk/Call Center experience 
  • Needs to have demonstrated job stability, at least 6 month+ engagements 
  • The shift is Monday - Friday day shift.  Candidate must be flexible as necessary.  
  • Resolve calls and emails in the ticket tracking system; assume primary responsibility for client support issues.
Should have experience supporting the following:
  • Technical knowledge of Microsoft Office Suite 2010, 2016, 365
  • Advanced Microsoft Outlook skills a must!
  • Experience with Microsoft Powershell scripting preferred
  • Exchange 2010/2013  
  • Experience supporting Microsoft Lync\Skype for Business
  • Technical knowledge of Windows Operating Systems (Win 7 and up)
  • Support of Internet Explorer and Chrome
  • Citrix Client
  • VPN
  • Active Directory 
  • Mac OS 10.6 and higher
  • Technical knowledge with IT hardware devices (PC's, Laptops, iPhones\ Ipad's, Surface, etc)
  • Virtual Desktop, Microsoft or VMWare
  • Technical knowledge with Video Conferencing
  • Bomgar or other advanced remote desktop tools
  • VOIP Telephony, Avaya VOIP preferred
  • Basic Networking triage skills
  • Maintain documentation for support and operational issues to track and clearly communicate root cause and resolution.
  • Experience with a Problem Tracking ticket system, ServiceNow preferred
  • Additional tasks and projects as required