Help Desk Professional in Boston, MA

CDI IT Solutions currently has a contract position for a premier client in Boston, MA for a Help Desk professional.

Below are the responsibilities;

1. Provide technical support and troubleshooting to all end-users contacting the helpdesk in a friendly and courteous manner.
2. Monitor Help Desk e-mail inbox while also being logged into the phone system to ensure customer requests are addressed in a timely manner.
3. Report each request (calls and e-mail requests) into the Remedy tracking system accurately by creating a ticket referencing all pertinent information relating to each problem for any further resolution or reference. Document all high-level troubleshooting steps taken.
4. Inform the user of any unusual delays in the resolution of his/her call.
5. Assist in creation and maintenance of all technical documentation utilized by the Help Desk.
6. Keep current on technical related issues as it relates to the hardware and software used in the companies environment.
7. Propose ideas to address operational inefficiencies to Supervisor or Help Desk Manager.
8. Any other tasks deemed necessary by manager or supervisor.

DIMENSIONS:
No supervision of others. Heavy interaction with both internal and external end users and peers within department.

KNOWLEDGE & SKILLS:
. Basic computer hardware configuration is needed.
. Hands-on installation and troubleshooting experience with Microsoft operating systems and related Microsoft Office software, Lotus Notes, and connectivity software (dial-up, broadband, wireless, etc.).
. Mac configuration and support experience is a plus.
. Basic understanding of networking is a plus.
. Strong organization, interpersonal, communication, and problem solving skills.
. 1-2 years Help Desk experience
. BS or related work experience

For further assistance please contact Kristy Davis at 215-282-8309

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