Helpdesk Analyst

Detailed Description of Services:

• Support / troubleshoot a wide range of software applications and hardware systems for our end user community to enable them to complete their job.
• Manage the onboarding of new users, creating AD, email, application, and VPN accounts.
• Create Microsoft Office 365 (M365) Exchange mailboxes, shared calendars, and email distribution groups; assign permissions to mailboxes and calendars.
• Work with Active directory security group memberships and on premises file share permissions.
• Working knowledge of Microsoft Office 365, including, Multi-Factor Authentication, SharePoint, Teams, and Active Directory.
• Monitor help desk ticketing system, ServiceNow, for tickets assigned to the help desk to process or triage tickets to other support groups.
• Respond quickly and effectively to requests received through the IT Help Desk
• Manage the proper off boarding process when disabling an MBTA account.
• Provide remote access/VPN support and training
• Knowledge of Microsoft Windows and Microsoft Office
• Utilize remote control to take over of a user’s desktop in order to resolve issues
• Respond to each inquiry, whether from a customer, vendor or coworker in a professional and courteous manner
• Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues.
• Be an advocate for the end user to ensure he or she receives high quality and timely service and support from the entire IT organization.
• Perform related duties and projects as assigned.