Description We are offering an exciting opportunity for a Help Desk Analyst in Boston, Massachusetts. The role will involve providing technical support, answering helpdesk tickets, and utilizing various technical skills to ensure smooth operations. This role is within the telecom industry, where you will be at the forefront of resolving technical issues and maintaining high levels of customer satisfaction.

Responsibilities:

• Provide first-level contact and problem resolution for all users with hardware, software, and applications problems.

• Resolve user-reported problems using available tools and following procedures and policies for the handling of support cases.

• Answer helpdesk tickets promptly and professionally, ensuring high levels of customer satisfaction.

• Utilize Citrix Technologies for secure, remote access to Windows desktops and applications.

• Maintain and update the database with accurate and current information.

• Support EO/IR systems to monitor and analyze critical situations.

• Use Lotus Notes to manage emails, calendars, and instant messaging.

• Work with Microsoft and Active Directory for network user and computer account management.

• Handle computer hardware issues and provide support to ensure optimal performance.

• Apply Configuration Management strategies to manage system configurations and changes.

• Provide Deskside Support for end-users, troubleshooting hardware and software issues.

• Support Desktop Hardware, ensuring all systems are operational and updated.

• Manage Answering Inbound Calls, providing prompt and effective customer service. Requirements • Minimum of 2 years of experience as a Help Desk Analyst or in a similar role.

• Proficiency in Citrix Technologies.

• Familiarity with Database Management.

• Knowledge of EO/IR systems.

• Experience with Lotus Notes.

• Proficiency in Microsoft Office Suite.

• Understanding of Active Directory.

• Experience with Computer Hardware.

• Knowledge of Configuration Management.

• Experience in Deskside Support.

• Familiarity with Desktop Hardware.

• Ability to handle and respond to inbound calls effectively.

• Excellent problem-solving skills.

• Strong communication and interpersonal skills.

• Ability to work independently and as part of a team.

• Bachelor's degree in Computer Science or a related field, or equivalent work experience.

• Commitment to continuous learning and professional development.

• Flexibility to work in shifts if required.

• Must be legally authorized to work in the location the job is located. Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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