Level 1 Support Desk Analyst in Boston, MA

72444 Are you interested in working for a strong company located in the Boston area as a contractor for a minimum of 3 months?

This opportunity is looking for someone to provide the following services:

- Provide 1st level phone, desktop and printer support to internal and remote end users including troubleshooting and resolving appropriate hardware and software problems over the phone.

- Oversee support requests using Track-It problem tracking software and consult the Track-It solutions database to optimize problem resolution.

- As appropriate, escalate problems to 2nd and 3rd level support teams and outside support vendors based on established guidelines and procedures.

- Execute password resets.

- Evaluate and release Postini quarantined emails.

- Update support documentation, write descriptive and informative problem descriptions and solutions and ensure all open and closed Track- It tickets are accurately and thoroughly documented.

- Research, resolve, and respond to questions received via telephone calls, emails and in person in a timely manner, and in accordance with IT standards and procedures.

- Execute asset tracking procedures and maintain accurate inventories of software and hardware assets.

- Produce weekly inventory reports.

- Produce daily and weekly Track-It reports.

- Follow IT Change Management procedures.

- Follow up on end user requests according to Service Level Agreements.

- Interact with vendors to authorize onsite support visits, troubleshoot problems, coordinate installations, etc.

- Provide superior communication through effectively managing expectations, assessing needs and customizing services for end users, IT colleagues and management.

If this is an opportunity you would like to explore please contact Winter Wyman for more information. If you are already working with a Winter Wyman recruiter, please contact them directly; otherwise, please send your resume and contact information to wwtc@ or contact a Technology Contracting recruiter at

The Winter, Wyman Companies, a leading staffing firm for more than 30 years, is one of the largest and most recognized organizations in the New England staffing industry. Winter, Wyman specializes in permanent, contract and contract-to-perm staffing in Accounting & Finance, Investments & Financial Services, Human Resources, Information and Software Technology including Quality Assurance and Information Design & Delivery, as well as Technology Sales & Marketing, and Customer Support and Materials. Winter, Wyman also serves the New York market in Accounting & Finance, and the Metro DC market in the placement of cleared individuals including the DoD, Intelligence and Federal markets.

Experience: Desired skills: Windows XP. To Apply to this job go to http://www.GadBall.com or click here