LANWAN Office 365 TCPIP Microsoft Office Products Word Excel Access Outlook Visio   Requirement id 115816 Job title Analyst Job location in Chelsea, MA Skills required Service Desk Support, Call Center Experience, Tier 1 Support, LANWAN Office 365 TCPIP Microsoft Office Open Date 07-Apr-2021 Close Date Job type Not specified Duration 1 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 Office 365 TCPIP Microsoft Office 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: Executive Office of Technology Services and Security Description: The Part-Time Service Desk Analyst that will handle the processing of tier 1 desktop and infrastructure support calls and tickets. This includes the responsibility of creating, troubleshooting, escalating and following-up on incidents and service requests received by phone, email, chat or self-service portal within the IT Management System. The PT Service Desk Analyst is the first point of contact for Commonwealth End Users and IT partners who are seeking technical assistance within the End User Support Contact Center. The Analyst is expected to provide high quality customer service and problem resolution to all customers. If the PT Service Desk Analyst is unable to resolve a reported incident or request, they will determine the priority, type and magnitude of each issue to categorize and escalate support, as needed. The PT Service Desk Analyst regularly collaborates with other Service Desk Team members, internal and external IT support groups and EOTSS Management to resolve issues quickly and efficiently. The PT Service Desk Analyst is also responsible for any special IT related projects that are assigned by the supervisor. The PT Service Desk Analyst is responsible for troubleshooting and escalating when appropriate incidents in areas such as: • Applications (VPN, Office 365) • Hardware (disk space, monitor settings, insufficient memory) • Password resets • Printer configurations • Encryption • Software updates • Messaging (Outlook issues) • Network (slow performance, wi-fi issues) • Telecom (web ex, phone setup) The primary work location for this role will be at 200 Arlington Street Chelsea, Massachusetts 02150. The work schedule is Saturday, Sunday & Monday 7:00AM to 3:00PM EST. 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 component   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 115816 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 21-006 Part-Time Service Desk Analyst -SP Create date: 06-Apr-2021 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 Secu.... 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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 Office 365 TCPIP Microsoft Office in Chelsea, MA)

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