Help Desk Analyst
$70,000–$80,000 year
On-site · Worcester, Massachusetts, United States
Job Summary
Help Desk Analyst role providing first-line IT support for a variety of issues (hardware, software, peripherals, phones, and AV equipment) with in-person or remote assistance. Responsibilities include building desktop images for desktop management, managing Active Directory and Office 365 mailbox issues, escalating complex problems to Tier 2 or Systems Administration, maintaining IT assets and inventory, contributing to information security efforts, following up to ensure resolution, and participating in on-call schedules. Requires strong OS and Microsoft Windows/Office expertise, excellent communication and problem-solving skills, self-motivation, willingness to learn, and valid driver's license with occasional travel. In-office position; remote work not considered.
Required Qualifications
- Experience with troubleshooting and advanced knowledge of computers, operating systems, printers, network connectivity, mobile and wireless devices, copiers, and scanners.
- Expertise with Microsoft Windows and Office products in a Windows Domain.
- Good listening, written and oral communication skills with the ability and interest in delivering exceptional customer service.
- Problem solving skills and ability to cope with new and different problems.
- Self-initiative and motivation to work without requiring strict supervision.
- Ability and desire to learn new skills quickly in a stressful environment.
- Valid driver’s license and own transportation.
- Occasional travel is required. Work overtime or on-call as needed.
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