The Phoenix Group
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http://www.tpgnyc.com
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USD
55000
60000
YEAR
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Under the direction of the IT Support Manager, the Help Desk Analyst is responsible for providing Tier 1 support for internal and external clients with super client service, technical support, and fulfilling other job duties as assigned.
Job Functions:
Victoria LaPorte
Help Desk Analyst
Two International Place Boston, MA 02110 US
Job Description
Under the direction of the IT Support Manager, the Help Desk Analyst is responsible for providing Tier 1 support for internal and external clients with super client service, technical support, and fulfilling other job duties as assigned.
Job Functions:
- Provides first level phone and remote support to internal and external clients who are experiencing operational, hardware and/or network connectivity problems with their computers and associated software.
- Assists with information gathering and communicates with clients as requested to help resolve escalated issues.
- Works closely with the Team Lead to escalate unusual or recurring problems when necessary.
- Maintains working knowledge of all Firm applications.
- Documents, logs, and tracks all information relating to user problems in the ITSM platform including submitting knowledge base articles for approval.
- Seeks out opportunities to maximize help desk efficiencies and improve client service.
Meet Your Recruiter
Victoria LaPorte
Senior Principal Recruiter
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