Service Desk Analyst

Quantum World Technologies Inc.; Plymouth (MA); Presencial; USD 50.000 - 70.000; Jornada completa

Descripción de la vacante

Quantum World Technologies Inc. is seeking an IT Helpdesk Analyst in Massachusetts to provide 1st line support for desktops, laptops and end-user devices.

You will handle calls, emails and tickets, perform password resets, MFA support, and administer user accounts while following security policies. Ideal candidates have 2–3 years of customer support and Windows service desk experience, plus knowledge of Windows 11, AD, and common ITSM tools.

Formación

• 2-3 years of Phone/Customer support experience mandatory with excellent communication skills.
• 2-3 years of Windows Technical Service desk experience is necessary.
• Knowledge of Windows 11 and basics of Windows Server.
• Basic knowledge with Windows, AD, VMware, Exchange, MECM, SCOM, etc.
• ITSM ticketing tools such as Ivanti, ServiceNow, etc.
• Remote desktop connectivity applications and Windows end point support
• MS Office Suite and application support
• Web application and VPN knowledge
• Administer and provide user account provisioning
• Support desktops, laptops, thin clients, printers, scanners, and peripherals
• Install, configure, and update banking-approved software
• Follow internal controls and policies
• Assist in password resets, MFA support, and identity/access management requests
• Identify and report suspicious activity or potential security threats
• Maintain data privacy and cybersecurity best practices
• Document solutions and create user guides/knowledge base articles
• Install desktop applications and software
• Use Incident Management System to document problems and resolutions
• Respond to calls/emails/messages, create tickets, and assign to teams
• Provide level 1 remote desktop support and follow SOPs
• Route problems to 2nd level IT support
• Highly self-motivated with keen attention to detail
• Knowledge on Ticket Management, Customer Satisfaction, First Call Resolution and SOP/KB creation

Responsabilidades

• Provide level 1 remote desktop support and resolve user issues using SOPs.
• Document solutions and create knowledge base articles for common problems.
• Assist in password resets, MFA, identity/access management requests.
• Respond to calls, emails, or chats; create tickets and route to appropriate teams.
• Install, configure, and update software on desktops and end-user devices.
• Support desktops, laptops, printers, scanners, and peripherals.
• Follow internal controls and cybersecurity best practices.
• Report suspicious activity and potential security threats.
• Maintain strong attention to data privacy and security policies.

Conocimientos

Phone support

Customer service

Communication

Windows troubleshooting

Remote desktop

Herramientas

Ivanti

ServiceNow

Windows

AD

VMware

Exchange

MECM

SCOM

VPN

MS Office

Descripción del empleo

• 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills
• 2-3 years of Windows Technical Service desk experience is necessary
• knowledge Windows 11 and basics of Windows Server
• Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
• ITSM ticketing tools such as Ivanti, ServiceNow etc.,
• Remote desktop connectivity applications, Windows end point support
• MS Office Suite and application support
• Web Application, VPN knowledge
• Administer and provide User account provisioning.
• Support desktops, laptops, thin clients, printers, scanners, and peripherals
• Install, configure, and update banking-approved software
• Follow all internal controls and policies
• Assist in password resets, MFA support, and identity/access management requests.
• Identify and report suspicious activity or potential security threats
• Maintain a strong focus on data privacy and cybersecurity best practices
• Document solutions and create user guides/knowledge base articles
• Responsible for installing desktop applications and software
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions
• Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Route problems to internal 2nd level IT support staff.
• Highly self-motivated with keen attention to detail

We also want you to have knowledge on:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.