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Help Desk Analyst II

BOSTON-02122, MA, US
12/22/2020

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Required Skills

VMWare

Company

Infinity Consulting Solutions, Inc

Experience

4 to 7 Year(s)

Job Description

The Help Desk Analyst role is a pro-active, technology focused, customer service oriented professional focused on supporting our client's office. This position will be part of a team of IT professionals who provide in-house technical PC hardware and software support. This person will respond to IT tickets, trouble reports, and personally visit employees to troubleshoot the nature of the problem and take the necessary course of action to resolve it.

Responsibilities

Provide quality technical service to end users via deskside, phone, and email support.
Support of all desktop applications, integrations, and the efficient delivery and updates of these applications.
Evaluate, deploy, and support all desktop applications and develop seamless integrations among desktop applications.
Perform routine software updates to enhance functionalities and security. Troubleshoot and resolve escalated desktop application and OS issues.
Create custom group policies for workstations.
Assist in maintenance of software licensing, configuration settings, operating systems, security updates, computer upgrades, major and minor software upgrades.
Responsible for installing, maintaining, and troubleshooting end user hardware, personal computer operating systems and mobile devices, and application software.
Assist with any project hardware rollouts and applications/data migrations ranging from small user groups to firmwide technology transitions
Monitor office network and internet connectivity to ensure all network environments are operational.
Assist in maintenance of network/server equipment and network security.
Perform client new hire user IT onboarding training as well as day-to-day application training as needed
Carry out other IT duties, including testing and documenting, and professionally interacting with client service managers and engineers.
Additional responsibilities as needed.
Qualifications

Bachelor's or Associate's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
Minimum of 4 + years of desktop support, application support, and supporting operating systems in a Microsoft Windows enterprise environment.
Demonstrated knowledge of, and experience in supporting Microsoft Windows desktop infrastructure and related technologies.
Experience with Virtual Desktop Infrastructure, Citrix, and VMWare is desired.
Word processing experience a plus.
Must have working knowledge of personal computers as well as familiarity of local area networks and cabling topologies.
Previous experience working in a law firm environment a plus.
Experience in legal specific applications a plus – Document Management, document creation, forms/templates, etc.
Previous experience with IT user training preferred.