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Help Desk Analyst III-US
Ref No.: 18-06273
Location: Waltham, Massachusetts
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Job Title: Help Desk Analyst III
Job ID: NGGJP00003332
Location: Waltham, Ma
Duration: 1 year and above

As a Tech B@r technician, you are the face of IT, providing immediate walk-up support to internal employees. Strong interpersonal communication skills with a high degree of empathy are a must. We want people for who going "over and above” is second nature. . Have a passion for customer service and a commitment to exceeding expectations.
  • Provide White-Glove concierge level customer experience supporting internal employees directly.
  • Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment.
  • Provide constant updates to your users to keep them in the loop with where we are with their issue.
  • Enjoy meeting people and building relationships.
  • Can communicate technical concepts in layman's terms.
  • A sense of urgency, but also the ability to keep your cool.
  • Inviting personality
  • A burning desire to solve problems.
  • Experience in providing excellent customer service
  • Ability to take notes and record all interactions and steps taken with the users. Experience with at least one ticketing system (Service Now, Remedy, HEAT, etc)
  • Troubleshoot network connectivity issues including; remote access, Wi-Fi, and wired connectivity.
  • Supports users on applications and tools within the environment including; Office, Windows, RSA, WebEx, Jabber, Yammer, etc
  • Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality.
  • Experience supporting mobile devices (IPhones, IPads, etc)
  • Working knowledge of Active Directory and basic AD administration
  • Strong Windows 7/Windows 10 experience in an Enterprise Environment, Mac experience a plus
  • Working knowledge of video collaboration tools (Video Conferencing, Webex)
  • Ability to follow proper escalation paths
  • Ability to keep work area clean and organized