Senior Helpdesk Analyst - Remote IT Support

Veolia North America, LLC; Boston (MA); On-site; USD 85,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) plan

Tuition reimbursement

Paid volunteering

Paid time off

Job summary

Veolia North America, LLC in Boston, MA seeks a Senior Helpdesk Analyst to provide white-glove IT support to business units, serving as the single point of contact for incidents and service requests via phone or chat.

Responsibilities include hardware/software troubleshooting, applying updates, maintaining ServiceNow/Confluence docs, and reporting trends to IT Operations; occasional travel for projects or emergencies may occur.

Qualifications

• Associate's or Bachelor's degree with a minimum of two years of related experience.
• OR Five years of related experience; equivalent education/experience accepted.
• Excellent knowledge of Windows 10/11 and legacy Windows OS.
• Advanced knowledge of Microsoft products including Office, Outlook, SharePoint, Teams.
• Good working knowledge of Google Workspace (Gmail, Drive, Sheets).
• Active Directory expertise: creating, modifying accounts, resets, permissions.
• Experience with iPhone/iPad & Android devices and MDM enrollment.
• Strong LAN/WAN network knowledge and IT service management tools.

Responsibilities

• Deliver white glove IT support; respond to service requests and incidents via multiple channels with high first-contact closure.
• Troubleshoot and resolve hardware, OS, and company-approved applications issues.
• Implement software and hardware updates per Desktop team standards.
• Develop and maintain Support Center documentation using Confluence and ServiceNow.
• Report support trends to the IT Operations Manager; assist in new technology testing.
• Occasional travel to offsite locations for projects or emergencies.
• Imaging of laptops/desktops and device setup (iPhone/iPad, Android).

Skills

Windows 10/11

Microsoft 365

Google Workspace

Active Directory

Phone/Chat support

Customer service

Communication skills

Problem solving

Education

Associate's or Bachelor's degree

2+ years related experience

5 years related experience

Tools

ServiceNow

Confluence

Dameware

SCCM

PC Imaging

Job description

Veolia North America, LLC in Boston, MA seeks a Senior Helpdesk Analyst to provide white-glove IT support to business units, serving as the single point of contact for incidents and service requests via phone or chat.

Responsibilities include hardware/software troubleshooting, applying updates, maintaining ServiceNow/Confluence docs, and reporting trends to IT Operations; occasional travel for projects or emergencies may occur.