LANWAN VPN Microsoft Office Products Word Excel Access Outlook Visio PowerPoint Pr   Requirement id 115778 Job title Analyst Job location in Chelsea, MA Skills required Service Desk Support, Call Center Experience, Tier 1 Support, LANWAN VPN Microsoft Office Products Wor Open Date 06-Apr-2021 Close Date Job type Not specified Duration 2 Months Compensation DOE Status requirement --- Job interview type Phone Screen and Face to Face interview    Email Recruiter: coolsoft Job Description Analyst: Service Desk Support, Call Center Experience, Tier 1 Support, LANWAN VPN Microsoft Office Products Wor Bid Number: BD-21-1060-ITD00-ITD00-60828 hourly rate range: $32.00 to $42.00 Note: Email Submission Note: Maximum number of resumes per ITS63 Vendors: 3 Submission Deadline: 4/13/2021 05:00 PM EST Start Date: 4/19/2021 End Date: 6/30/2021 Client: Executive Office of Technology Services and Security Description: Detailed Statement of Duties and Responsibilities: • Answer incoming calls professionally and courteously within specified timeframes and create tickets accordingly. • Record, troubleshoot, and track incidents and requests for all tier 1 calls. • Act as central contact point for fast and effective problem diagnosis, determination and resolution. • Escalate tickets effectively to Tier 2 or 3 teams within timeframes outlined in Service Level Agreements. • Follow-up on any assigned tickets pending resolution and communicate the status to customers within defined Service Level Agreements. • Communicate and work regularly with other functional groups to ensure all tickets and escalated issues are managed appropriately. • Ensure all unassigned tickets and projects are assigned and processed within defined Service Level Agreements. • Maintain accurate and timely documentation of customer issues and their resolutions. • Provide job trainings to new hires and less experienced staff when needed. • Adhere to and meet all Service Desk Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and Quality Review Standards. • Report the need for any system or workflow enhancements (minor or significant) based on issues or trends, as needed. Qualifications - External • Minimum 2-3 years of professional experience working in a technical Service Desk or call center environment. • Proven experience handling tier 1 level technical desktop and infrastructure support. • Proven track record of performing high level technical problem resolution. • Understanding of: o the components of a wide area network and a local area network and how they interact. o the components of a PC and laptop and the ability to perform basic troubleshooting of problems. o a computer virus, the various ways they may propagate, and the implications of a virus attack. o mainframe application environments and communication protocols. o WAN, LAN, and VPN network protocols such as TCP/IP and network diagnostic tools and techniques. • Knowledge of the technical infrastructure, applications and support that is required for the various supported agencies. • Proven analytical and technical problem-solving abilities. • Experience working with an incident management ticket tracking system and/or ACD call center tracking system. • Functional knowledge of Microsoft Office and O365 products such as Outlook, Word, Excel, PowerPoint, Access, Skype, SharePoint and OneDrive. • Excellent communication and writing skills with the ability to clearly communicate technical concepts to both technical and non-technical audiences • Ability to work independently in a team-oriented, collaborative and ever-changing technical environment. • Demonstrated ability to prioritize and manage workload in a high-pressured environment.   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 115778 while calling.   Other jobs in MA: Boston (103), Burlington (1), Cambridge (1), Canton (3), Chelsea (9), Franklin (1), Lexington (2), Malden (10), Marlborough (2), Maynard (2), Newton (1), Quincy (6), Sharon (1), Waltham (1), Welesley (1), Wellesley (6), Westborough (1), Westbourough (1), Service Desk Support job openings in Chelsea, MA Jobs List ITS63 ITD 21-006A Part-Time Service Desk Analyst -SP Create date: 07-Apr-2021 Bid Number: BD-21-1060-ITD00-ITD00-60909 hourly rate range: $32.00 to $42.00 Note: Email Submission Note: Number of Positions to be filled: 1 Note: Maximum number of resumes per ITS63 Vendors: 3 Submission Deadline: 4/14/2021 05:00 PM EST Start Date: 4/26/2021 End Date: 6/30/2021 Client: E.... 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(This job is for - IT Experience Jobs in OH Ohio Engineer - (in Ohio, OH))    Service Desk Support job openings in MA Jobs List ITS63 DOT IT Service Delivery Specialist 005 -SP Create date: 28-Feb-2020 Bid Number: BD-20-1030-0P100-0P110-46596 Note: Online Submission Hourly rate: $43 to $50 Note: RTR form must be submitted Note: Initial contact by phone, interview may be in person Submission Deadline: 3/2/2020 04:00:00 PM Start Date: 3/13/2020 End Date: 9/12/2020 Client: Department of Tran.... (This job is for - Installation Jobs in MA Boston Specialist - (in Boston, MA)) (Analyst: Service Desk Support, Call Center Experience, Tier 1 Support, LANWAN VPN Microsoft Office Products Wor in Chelsea, MA)

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