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Help Desk Tier II Analyst

Department Description: Position is located at 1135 Tremont St.

Job Location: Boston, MA

Req ID: 37582BR

Job Summary: As the Help Desk Tier II Analyst, primary responsibility is to be the interface with the Tier III and other technical teams to develop processes and maintain technical documentation for the Help Desk. In addition, the Tier II analyst will work on projects related to the Help Desk as requested by management.

Essential Responsibilities:
  1. Perform Help Desk Tier II calls, provide guidance to analysts, and assist in daily Help Desk activities as needed during peak times.
  2. Demonstrates ability to diagnose and resolve difficult to complex desktop-related interoperability issues, security issues pertaining to the OS, system access, passwords, and authentication and the knowledge of when to escalate to Tier III teams.
  3. Develops a mature and technical understanding of network-related activities and support, including IP and DNS and gains understanding and proficiency in identifying and responding accurately to desktop management issues related to Profiles, Policies and local system configurations.
  4. Utilizes call tracking tool in an effective manner; maintaining and ensuring accuracy of all logged in information.
  5. Acquires, expands and maintains professional knowledge and skills by participating in internal and external training opportunities, in-service programs, vendor seminars and other available means in order to maintain the highest level of technical skills possible.
  6. Demonstrates the ability to quickly and accurately identify when issues should be escalated to Tier III teams and/or management.
  7. Identify inefficiencies with processes and provide feedback for improvements.
  8. Work with Tier III teams and senior analysts to formulate FAQ and technical documentation for use by the analysts.
  9. Lead and manage projects as required. Work with the supervisors and analysts to plan and complete various projects such as, but not limited to, software and license upgrades.
Required Qualifications:
  1. High School diploma or GED required. Associate's degree preferred.
  2. 3-5 years related work experience required.
  3. Advanced technical computer skills as required for technical support specific to functional area and related systems.
  4. Advanced technical computer skills as required for technical support specific to functional area and related systems.
Preferred Qualifications:
  1. High degree of technical skills, knowledge and understanding of personal computers, operating systems (Mac, Windows, IOs and Chrome OS), hardware and peripherals, and productivity applications (i.e. MS Office) and security software (i.e. McAfree)
  1. Decision Making: Ability to make decisions that are guided by precedents, policies and objectives. Regularly makes decisions and recommendations on issues affecting a department or functional area.
  2. Problem Solving: Ability to address problems that are highly varied, complex and often non-recurring, requiring staff input, innovative, creative, and Lean diagnostic techniques to resolve issues.
  3. Independence of Action: Ability to set goals and determines how to accomplish defined results with some guidelines. Manager/Director provides broad guidance and overall direction.
  4. Written Communications: Ability to summarize and communicate in English moderately complex information in varied written formats to internal and external customers.
  5. Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
  6. Knowledge: Ability to demonstrate in-depth knowledge of concepts, practices and policies with the ability to use them in complex varied situations.
  7. Team Work: Ability to lead collaborative teams for larger projects or groups both internal and external to the Medical Center and across functional areas. Results have implications for the management and operations of multiple areas of the organization.
  8. Customer Service: Ability to provide a high level of customer service and staff training to meet customer service standards and expectations for the assigned unit(s). Resolves service issues in the assigned unit(s) in a timely and respectful manner.

Physical Nature of the Job:
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally

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