Senior IT Help Desk Analyst — White-Glove Support (Remote)

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

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Tuition reimbursement

Job summary

Veolia in North America is seeking a Senior Helpdesk Analyst to provide white-glove IT support for multiple business units. You will be the single point of contact for technical issues, interfacing with stakeholders at all levels and ensuring timely resolution.

The role requires strong Windows expertise, experience with ServiceNow and SCCM, and the ability to work in a fast-paced environment. Remote readiness and occasional travel for projects are expected.

Qualifications

• Associate's or Bachelor's degree with a minimum of two years of related experience.
• OR Five (5) years of related experience required; OR an equivalent combination of education and experience.
• Excellent knowledge of Windows 10/11 and legacy Windows OS.
• Advanced knowledge of Microsoft products including Office, Outlook, SharePoint, Teams, etc.
• Good working knowledge of Google workspace applications including Gmail, Drive, Sheets.
• Advanced Experience with Windows Active Directory – Creating, Modifying, Password Resets, Accounts unlock, Share permissions.
• Working knowledge of iPhone/iPad & Android devices, including e-mail configuration and MDM enrollment.
• Good working knowledge of LAN/WAN network topology.
• Experience in advance Helpdesk tools and techniques (Remote assistance, ServiceNow or other ticket system, Dameware, SCCM, PC Imaging).

Responsibilities

• Deliver white glove IT support via multiple channels with high-touch service.
• Troubleshoot hardware, OS, and company apps.
• Implement software/hardware updates per Desktop team.
• Maintain support center docs with Confluence and ServiceNow.
• Identify and report support trends to IT Operations Manager.
• Research and test new technology for projects.
• Occasional travel to offsite locations for projects.
• Image laptops/desktops and set up devices.

Skills

Communication

Customer service

Problem solving

Time management

Team collaboration

Attention to detail

Multitasking

Education

Associate's or Bachelor's degree

5 years of related experience

Tools

ServiceNow

Dameware

SCCM

Confluence

SharePoint

Teams

Office

Outlook

Job description

Veolia in North America is seeking a Senior Helpdesk Analyst to provide white-glove IT support for multiple business units. You will be the single point of contact for technical issues, interfacing with stakeholders at all levels and ensuring timely resolution.

The role requires strong Windows expertise, experience with ServiceNow and SCCM, and the ability to work in a fast-paced environment. Remote readiness and occasional travel for projects are expected.