We are looking for an experienced Help Desk Analyst I to join our team in New Britain, Connecticut. In this role, you will provide technical support and guidance to users across various departments, ensuring prompt resolution of hardware and software issues while maintaining excellent customer service. This is a contract position with the potential to become permanent, offering a great opportunity to showcase your skills and grow within the organization.<br><br>Responsibilities:<br>• Diagnose and resolve technical issues related to hardware, software, and networks.<br>• Research and utilize available resources to address user questions effectively.<br>• Provide users with recommendations and guidance to resolve technical challenges.<br>• Log all interactions and resolutions in the ticketing system to maintain accurate records.<br>• Escalate urgent matters and redirect issues to appropriate teams when necessary.<br>• Conduct follow-ups to confirm successful resolution of reported problems.<br>• Stay informed about system updates, changes, and new information.<br>• Assist in updating training manuals for new or modified software and hardware.<br>• Train users on the proper use of computer systems and applications as needed.<br>• Monitor and troubleshoot user computer performance and support Mitel Cloud systems.
<p>We are looking for a skilled Help Desk Analyst II to join our team in Palmer, Massachusetts. This long-term contract position involves providing comprehensive support for end-user environments, ensuring the smooth operation of desktop systems and business software applications. The role requires a proactive individual who can address technical issues effectively while maintaining strong communication with various departments and external vendors.</p><p><br></p><p>Responsibilities:</p><p>• Deliver Tier-1 and Tier-2 technical support to users within the corporate environment.</p><p>• Manage and maintain desktop operating systems and business software applications, including patching, troubleshooting, and software installations.</p><p>• Perform hardware and software inventory management and coordinate office relocations.</p><p>• Deploy operating systems using desktop imaging tools to ensure efficient system setup.</p><p>• Repair and upgrade laptops and desktop computers to meet user needs.</p><p>• Record and track incidents and service cases accurately in the ServiceNow database.</p><p>• Provide direct user support and escalate complex issues to higher technical teams when necessary.</p><p>• Respond promptly to service requests, analyzing the scope of support required and delivering solutions.</p><p>• Administer user access accounts, manage shared resources, and create user groups.</p><p>• Collaborate with departments and vendors to ensure reliable infrastructure and technical issue resolution.</p>
We are looking for a dedicated Desktop Support Analyst to join our team in Westport, Connecticut. In this long-term contract position, you will play a vital role in assisting users with resolving technical issues, ensuring smooth operations for desktop systems, and providing exceptional customer service. This is an excellent opportunity to leverage your technical expertise while contributing to a collaborative and dynamic environment.<br><br>Responsibilities:<br>• Take ownership of customer-reported issues, ensuring timely resolution and escalating critical problems to management when necessary.<br>• Investigate, diagnose, and troubleshoot technical challenges, identifying effective solutions for users.<br>• Collaborate with internal teams to ensure seamless handoff of unresolved issues, maintaining high customer satisfaction.<br>• Create and maintain knowledge base articles, documenting technical solutions and processes.<br>• Deliver outstanding customer service by providing clear, thorough communication and feedback.<br>• Install, configure, and maintain desktop computers, laptops, peripherals, and software according to organizational standards.<br>• Adhere to IT procedures and processes while monitoring software license compliance.<br>• Conduct remote troubleshooting sessions using diagnostic tools and pertinent questions.<br>• Record and update all user requests and interactions in the designated tracking system.<br>• Ensure all systems and equipment are functioning optimally within established guidelines.
