Help Desk Analyst

Requirements:

• 3 or more years of experience in technical help desk and call center operations.
• Proficiency in ServiceNow for incident logging, ticket management, and escalations.
• Experience with Windows-based business application support and login troubleshooting.
• Experience in diagnosing and repairing PC hardware, printers, and peripheral devices.
• Experience with software installation, configuration, and patch management.
• Experience in data acquisition and generating daily operational reports.
• Excellent verbal and written communication skills.
  
  

Responsibilities:

• Respond to inbound telephone calls and emails regarding technical application issues.
• Analyze and troubleshoot business software and hardware problems for end users.
• Create and manage detailed incidents within the ServiceNow ticketing platform.
• Guide users through step-by-step problem-solving for resets and application assistance.
• Escalate complex issues to senior technical staff and tier-two support teams.
• Perform computer repairs and install software updates on agency systems.
• Document technical resolutions and maintain records of work performed.
  
  

Founded in 1999, Resourcesoft, Inc. is a leading Technology Consulting and Professional Services organization. Headquartered in Marlborough, MA, the company serves the technology needs of its clients nationwide. Resourcesoft has often been recognized by prominent rating agencies for its exemplary growth and stability. With over two decades of industry experience, the Company has evolved as a front runner in enabling project optimization. We partner with leading organizations to provide technology solutions within the financial, insurance, education, government, publishing, healthcare and pharmaceutical domains. We take pride in mentoring a workforce that is well positioned to respond to the emerging IT trends and needs. With the employees at the crux of every business endeavor, our success is driven by our expertise in pairing the right talent with the best jobs in the technology sector. We forge long term, personalized relationships with our employees to advance their career to the next level. We engage them in technology centric client projects that provide opportunities for them to evolve, innovate and deliver world class products and services. Our career opportunities offer challenging assignments and exposure to emerging and cutting edge technologies. We are committed to providing our employees with the tools necessary to accelerate their career progression, while maintaining a healthy, work-life balance. We are deeply committed to providing a workplace ambience that is both challenging and fulfilling.

Resourcesoft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

For more information about Resourcesoft and our services, please visit our website.