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Cannon Search
Boston, MA, United States
Permanent opportunity for a Help Desk Specialist-Level 1 to support for end users at all levels. You will be responsible to provide technical assistance, troubleshoot issues, and contribute to enhancing help desk efficiency. This role is hybrid (4 days in the office in Boston) Key Responsibilities: Provide phone, email and remote support for comp
Job Source: Cannon SearchMindlance
Dedham, MA, United States
Company is looking for an individual to support the IT Department on a contract basis. Support services shall consist of desktop/workstation installation and maintenance, server and application support, as well as help desk support. Contract pricing to reflect Massachusetts State Contract ITS77 Full Service Cat 1. Applicant should have 1-3 years wo
Job Source: MindlanceUST Inc
Boston, MA, United States
We are looking for a skilled End User Support Specialist to provide Level 1.5 support for end-users in the US region. The successful candidate will be responsible for resolving technical issues and providing assistance to ensure smooth IT operations. Location : High St, Boston, MA (5 Days onsite role) The Opportunity: Provide Level 1.5 technical s
Job Source: UST IncAmpcus
Boston, MA, United States
The Help Desk Specialist will provide front-line technical support of desktop, laptop and mobile devices for Client Vance internal/external users. This position is also responsible for managing the Help Desk ticket system, which includes tracking and coordinating the resolution of user requests and issues, routine reporting and charting of Help D
Job Source: AmpcusIronArch Technology
Concord, MA, United States
Who We Are Known for being a Best Place to Work and a People First company, IronArch Technology is an award-winning Service-Disabled Veteran-Owned Small Business (SDVOSB) specializing in providing innovative solutions and world class services to Federal Government clients. Our employees have voted us as a 'Best Place to Work' 7 times and we are
Job Source: IronArch TechnologyWestinghouse Electric Company, LLC
Boston, MA, United States
Help Desk Coordinator - 12 Months Richmond, VA Must be local to Richmond, VA To help with technical needs and provide support to employees. This level is staffed by individuals who have help desk & call center experience delivering excellent customer service. This position is 100% phone support. Duties and Responsibilities Computer hardware/so
Job Source: Westinghouse Electric Company, LLCWestinghouse Electric Company
Canton, MA, United States
Help Desk Coordinator - 12 Months Richmond, VA Must be local to Richmond, VA To help with technical needs and provide support to employees. This level is staffed by individuals who have help desk & call center experience delivering excellent customer service. This position is 100% phone support. Duties and Responsibilities Computer hardware/softwar
Job Source: Westinghouse Electric CompanyBoston University
Boston, MA, United States
Serve as the BU community's primary point of contact for all 200+ IS&T-provided IT services, leveraging enterprise knowledge and technical expertise to assess client needs and address all inquiries with the appropriate action. Requires working evenings, weekends and/or holiday hours. Evening and weekend coverage may be part of a semester-based rota
Job Source: Boston UniversityBoston, MA, United States
Help Desk Specialist
Boston, MA - Onsite 3 days per week
Role Summary:
This position is a high profile, first line of contact for all employees at the Firm concerning technical issues. The clients have time constraints and deadlines to meet and could be calling from the office, at home or from a client location. This position will provide support to employees of the Firm's computer systems by analyzing and resolving problems either at initial contact or through troubleshooting and escalating to other IT groups. Employees are both external clients -- including lawyers, professionals and staff - and internal clients, i.e., the IT Department. The Help Desk Specialist will report to the IT Supervisor - Help Desk.
Responsibilities: Respond to approximately 35 customer contacts per shift from all Firm offices and be part of a team of six that actively monitors and responds to all customer contact, whether by ACD system, voicemail, email or instant messaging.
Troubleshoot customer issues using best practices, internal tools, standard troubleshooting techniques and external resources.
Log all Helpdesk calls/emails in the incident tracking system; creating accurate, succinct entries and escalating when necessary.
Monitor and follow-up on all assigned tickets in the incident tracking system, ensuring timely proper resolution, customer contact and satisfaction.
Analyze, research and resolve problems according to shifting priorities, time frames and resources, as well as documenting resolutions in the incident tracking system and communicating such to appropriate personnel (team, department, and clients where applicable).
Assess and prioritize technical requests using IT operational strategies. Communicate answers to technical requests in a tactful and concise manner.
Be mindful of role as "public relations" arm of the IT Department and dispense information accordingly.
Participate in internal meetings with Helpdesk Team. Be prepared to discuss status of projects and current issues.
Coordinate with other team members for providing answers to difficult questions and resolve user problems and requests. Keep peers and Supervisor informed of trends, significant problems and unexpected delays of service.
Adjust to departmental staffing levels, coordinate workload with Team members, and provide extended coverage when needed.
Assist in assignments that have an impact on our customers, including software testing, hardware setups, and off-hours projects.
Assist in the collection of data for identifying user requirements, which may result in future system development or training.
Strive to maintain a current level of knowledge of the computer/legal industry and Helpdesks in particular.
Expect to troubleshoot and resolve 80% of software, hardware, printer and network issues and requests before escalation.
Be conscious of methods to reduce call volume and communicate such.
Be part of the After Hours On-Call weekly rotation, providing 24x7 technical support for the Firm.
Provide coverage for up to one "soft" holiday per calendar year.
Assume additional responsibilities as requested.
This role requires 60% in office presence; remote work is permissible 40% of the time.
Requirements: 3+ years of technical customer service/word processing experience in a professional environment. Law firm experience preferred.
Strong customer service focus combined with excellent analytical, listening, written and verbal communication skills.
Proficiency working with/supporting Microsoft Office applications.
Nice to have: Experience with incident tracking systems.
Knowledge and experience with Microsoft Operating Systems, Handheld Data Devices (iPhones, Android phones), iManage, Innova and Citrix preferred.
Familiarity of ITIL foundation and best practices.
Flexibility to occasionally be a part of the After Hours On-Call rotation
Email Alert for Help Desk Specialist jobs in Boston, MA, United States
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