Job Description
Job Description
We are in the search for a Help Desk Analyst I to join our team in the Printing / Publishing industry located in Danvers, Massachusetts.
This role involves providing technical support, managing computer systems and hardware, and working with various technologies.
This opportunity offers a long-term contract employment.
Responsibilities :
- Provide first-level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route, and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem-solving processes
- Follow up with customers, provide feedback, and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure
- Recommend procedure modifications or improvements
- Preserve and grow knowledge of help desk procedures, products, and services.
- Minimum of 2 years of experience as a Help Desk Analyst or in a similar role within the Printing / Publishing industry
- Proficient in Android Development
- Experience with Cisco Technologies
- Familiarity with Citrix Technologies
- Knowledge of Mac Computers and Apple Devices
- Proficiency in Microsoft tools and software
- Experience with Active Directory management
- Strong understanding of Computer Hardware
- Experience with Configuration Management
- Proven track record of successful Deployments
- Excellent problem-solving skills
- Strong written and verbal communication skills
- Ability to work in a team environment
- Bachelor's degree in Information Technology or related field preferred
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