IT Service Center Analyst – Tier 1

Boston MA W.B. Mason Company, Inc

IT Service Center Analyst – Tier 1

US-MA-Boston

Job ID: 2019-3268
Type: Full Time
# of Openings: 2
Category: Information Technology
Boston

Overview

Provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk. Responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. Position may require 10-20% travel time.

Responsibilities

Essential Duties and Responsibilities

  • Provide exceptional Tier 1 support to W.B. Mason employees concerning IT support issues and cases.
  • Provide excellent customer service by understanding each issue, determining the cause of the issue, expediting the best solution, and following up as needed.
  • Educate end users on appropriate issue resolutions to minimize repeat requests.
  • Configure, setup, test, and troubleshoot a variety of hardware including desktops, laptops, thin clients, printers and mobile devices.
  • Provide advanced support on software applications including Microsoft applications, other third party applications and in-house developed applications.
  • Identify and organize incoming support tickets according to priority and escalate tickets to the proper support tier/group.
  • Perform occasional remote site visits to W.B. Mason office locations for scheduled support, upgrades and implementations.

Knowledge, Skills and Abilities

  • Strong knowledge of network environments including the ability to recognize and diagnose connectivity problems ranging from local to domain organizational outage.
  • Understanding of general IT concepts and a passion for technology.
  • Able to deliver excellent customer service and effectively problem solve and troubleshoot technical issues remotely as well as in-person.
  • Able to thrive in a fast paced, technically challenging and constantly changing environment.
  • Can manage multiple tasks with different priorities.
  • Strong knowledge of network environments including the ability to recognize and diagnose connectivity problems ranging from local to domain organizational outage.
  • Flexibility to work slightly varying shifts to provide proper coverage.

Qualifications

Minimum Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily The requirements listed above are representative of the knowledge, skill and/or ability required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is required to stand, walk, lift over shoulders, speak and hear. The employee is frequently required to sit. The employee is frequently required to use hands/fingers for data entry and filing. The employee must be able to lift up to 50 pounds.

PM18

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