Help Desk Support at Wakefield

Job Description

Job Title: Analyst II, End User Support

Reports to: Manager, IT

The End User Support (EUS) Analyst II is the primary resource for providing technical assistance to users within TOG. This role will have responsibility for the triage of end user issues and accountability for resolution of all hardware and office automation issues. The EUS analyst will also provide support for printers, networks, virtual private networks and personal communication devices as needed.

Job Specific Qualifications:

• Demonstrated ability to multi-task.
• Excellent customer focus and a willingness to deliver high quality outcomes for TOG.
• Demonstrated experience managing the support and enhancement of systems running in a high volume production environment.
• Ability to work in a distributed environment.
• Good understanding of hardware and software.
• Good judgment in proactively identifying issues and recommending solutions to others.
• Creative, entrepreneurial approach to technology possibilities.
• Ability to work collaboratively with others to ensure effective support and development of applications.

End User Support Qualifications:

Ability to support all desktop end-user technologies including PCs, mobile communication devices, office automation software, virus/malware protection and all other user applications as required.

Excellent customer service skills that combine issue ownership, problem solving and communication skills.

Strong documentation skills for the tracking of issues and resolutions.

Ability to meet service level requirements.

Effective escalation skills.

General Qualifications:

• Bachelors degree in computer science, engineering, or related field.
• 2+ years of IT work experience.
• Strong solution skills and the ability to think broadly across multiple technologies.
• Strong communication skills and ability to work with various types of user and other IT resources
• Healthcare Revenue Management experience is a plus.

EOE

Job Requirements

Please refer to the Job Description for the qualifications.
Country: USA, State: Massachusetts, City: Wakefield, Company: The Outsource Group.