Desktop/Help Desk Support-Boston in Boston, MA

73612 This is a great opportunity to work for a very stable Boston firm doing Helpdesk/Desktop support. They are looking for a candidate to work the 2-10 p.m. shift.
Responsible for coverage of User Support resolving and assigning support calls, logging and tracking User Support traffic.

Specific Duties:

- Principal coverage of User Support assuming a minimum of 70% of phone coverage on a weekly basis providing first line of support for users on all applications and network-related issues. Always keep customer informed of status and changes to an open issue.

- Enter all calls into the call tracking system, monitor assigned calls, provide ongoing progress reports to users and issue weekly reports on completed and outstanding calls.

- Perform root cause analysis and develop resolutions to common issues, enabling immediate issue resolution. Document and share appropriate resolutions with team members and other groups.

- Insure proper escalation of calls when required, record all service numbers, trouble ticket numbers, and other pertinent service information.

- Participation in the coverage of the User Support pager on a 24X 7 rotating schedule.

- Respond to, research and resolve incoming questions in a timely manner specified within the service level agreement.

- Keep track of common training issues and escalate to Technical Trainer.

- Keep informed of industry best practices and investigate if they are appropriate . Collaborate with group on ideas, best practice guidelines.

- Backup team members relative to their workload, projects, coverage, vacations and sick time whenever possible.

Qualifications:

- Three to five years of experience supporting the latest version of the Microsoft Office application suite as well as DM5, Carpe Diem and other legal specific applications. Windows and Office XP experience necessary.

- Two to five years of experience in a User Support environment providing direct end user support on application suites run in a mixed Netware/NT environment.

- Knowledge of PC hardware components, laser printer components, and Windows 2000, XP configuration and diagnostic utilities.

If you are already working with a Winter Wyman recruiter, please contact them directly; otherwise, please send your resume and contact information to

The Winter, Wyman Companies, a leading staffing firm for more than 30 years, is one of the largest and most recognized staffing organizations in the Northeast. 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 metropolitan New York market in Accounting & Finance, Information Technology, Information Design & Delivery, Software Engineering & Technology, and Web Design.




Experience: Desired skills: Windows 2000,Windows 2003. To Apply to this job go to http://www.GadBall.com or click here