The right job opportunity is a click away

Search Jobs

Tier II Onsite Help Desk Analyst

Chelmsford, MA 01851

Employment Type: Contract Industry: IT/Software Job Number: 59070 Office Location: Salem

Job Description

Our client is a growing, innovation-driven company on the forefront of delivering medical devices to save lives, and software solutions to improve efficiency. With customers in more than 140 countries, they continue to expand their reach, as well as their product offerings. Hospitals, emergency medical services (EMS), and others trust them to provide high-quality products and exceptional customer service.

The Help Desk Analyst  is a key member of the Operations team; this position is 100% onsite at their facility in Massachusetts. You will serve as the first point of contact for all technical related issues providing world-class service through your  interactions with internal users and their technical competences.
Your role is encompassing of providing users with quality service as the 1st level contact and issue resolution for the service desk via telephone, email and ticketing system
  • Use your communication and problem-solving skills to continually surpass our own service delivery expectations
  • Identify situations requiring urgent attention, prioritizing and routing to appropriate area.
  • Utilize and become proficient with  standard support tools (i.e. Service Desk Plus, TeamViewer, AD Manager, Carbon Black)
  • Create tickets and document all activities in the service desk ticketing system
  • Maintain primary technical ownership of service support tickets by working with technical resources to resolve/answer technical questions without reassigning the ticket
  • Troubleshoot and resolve hardware, software, application, network, user access, or related issues
  • Interact with Desktop Support, Network team, software systems engineering, and/or applications development to restore service and/or identify and correct core problem
  • Escalate more complex problems or unresolved issues to next level of support


Required/Preferred Education and Experience:
  • High School Diploma and some Customer Service experience required
  • Excellent customer service skills and the ability to translate technical information into user-friendly terminology.
  • Experience with Microsoft Operating Systems and Microsoft Office preferred but not required
  • Experience supporting smart phones including iPhone, and Android models
Don' t feel you are the best fit for this job but know someone who is?   Refer someone who is hired for this role (or ANY other) and we will offer you a referral bonus for helping us to keep our client happy.

Please be sure to sign up for email notifications when we post a new opening, or check back with  to see our list of other openings.


Job Requirements

Help Desk, Desktop support, IT, Information Technology
Apply Online
Apply with LinkedIn Apply with Facebook Apply with Twitter

Send an email reminder to:

Share This Job:

Related Jobs:

Login to save this search and get notified of similar positions.