IT Helpdesk Support Analyst [United States]

 

As the IT Support/Service Desk Analyst you will be responsible for assisting in the support and maintenance of onsite and remote staff. This position requires a customer centric individual to act independently through the use of skills, experiences, and training to resolve client issues. Tasks will include hardware and software installation and deployment of PCs and peripherals.

NOTE: This position is HYBRID and requires you to be ONSITE, in the office 3 DAYS PER WEEK.

Job Responsibilities:

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  Provide technical support for employees working onsite and from home.
• Troubleshoot Windows issues.
• Provide support over the phone, Web Ex, Zoom, MS Teams.
• Support remote staff that might not have much experience working from home.
• Escalate priority support issues to senior staff and/ or corporate technology groups.
• Wireless and remote connectivity troubleshooting.
• Work well with both internal and external group teams.
• Writes clear and concise technical documents.

Qualifications:

• 1-3 years of previous experience in an IT technical support role.
• Windows OS troubleshooting (Drivers, Laptop won't boot, VPN, Hardware issues, keyboard, mouse, etc) .
• Ability to communicate ideas and resolutions in a clear, concise, user friendly manner.
• Comfortable communicating via phone, Web Ex, Zoom, Teams.
• Must be team orientated, have a strong service orientation, and possess strong oral and written communication skills.
• Ability to prioritize and multi-task effectively while working in a fast paced demanding environment.
• Strong analytical and trouble-shooting skills.
• Experience troubleshooting PC/laptop/Printers.

About Harvard Partners, LLP, Trusted Advisors to IT:

Harvard Partners is a management consulting firm focused on helping companies more effectively leverage their IT investment. We engage with the C-Suite and Technology Team to help them better understand their IT infrastructure and process in order to align the technology strategy and organization to reach the firm’s strategic business goals.Some of our practices include:• Program/Project Management and "PMO as a Service"• IT Assessments• Business Continuity/Disaster Recovery• Optimized Infrastructure• Concierge Managed Services• Data Center Strategy, Transformation, and Migration• Cloud Management Programs• Security Assessments and Remediation• Staffing, technical & tacticalWorking with the client’s staff, vendors, and consultants, we deliver supportive and collaborative engagements where direct dialog, simplified reporting, productive meetings, and clear responsibility and accountability encourage active participation resulting in consensus-based business outcomes.

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