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Agency Helpdesk IT Engineer
Ref No.: 18-09256
Location: Westford, Massachusetts
Agency Helpdesk IT Engineer
Onsite in Westford, MA
12 Month Contract
W2 Only


This role is part of a highly skilled IT team responsible for supporting Client's IT and telecommunications infrastructure globally. You will be working within the function as helpdesk operator and monitoring and maintaining computer systems and services as required.
Working hours will change and you will most likely to be working shifts on the helpdesk.
This role offers an individual with proven skills the opportunities to expand their knowledge into all aspects of core IT Administration. Client's focus is to grow a first class internal IT operation, which provides the tools, procedures, methods, support and infrastructure to support a global operation.
You'll be at the busy front-line, dealing directly with employees who have technical issues.
Main Job Tasks and Responsibilities
· Diagnosing and solving hardware/software faults and resolve technical hardware and software issues
· Logging customer/employee queries, analyzing call logs to spot trends and underlying issues
· Respond to requests for technical assistance in person, via phone, electronically
· Research questions using available information resources
· Advise user on appropriate action
· Follow standard help desk procedures
· Log all help desk interactions
· Redirect problems to appropriate resource, identify and escalate situations requiring urgent attention
· Track and route problems and requests and document resolutions
· Prepare activity reports

Skills & Experience
· Knowledge of Active directory.
· Hands on Windows 7,8 and 10 operating system.
· Basic knowledge of Lenovo ThinkPad & Apple Mac Hardware.
· Hands on 0365 cloud and Microsoft Lync.
· Hands on MS Outlook 2007 & 2013,2016
· Knowledge of RSA Console/Technology.
· Basic Knowledge of SCCM client.
· Knowledge of VIOP phones.
· Basic troubleshooting knowledge of Networking.
· Experience with mobile devices (Apple, Android & BlackBerry)
· Experience with Symantec Endpoint Protection
· Experience with Wireless Networks
Key Competencies
· English oral and written communication skills
· Learning skills
· Customer service orientation
· Problem analysis & solving
· Adaptability
· Knowledge and experience of customer service practices
· Planning and organizing
· Attention to detail
· Self-Starter
· Stress tolerance