Associate Service Desk Analyst
American Tower - Woburn, MA

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The Associate Service Desk Analyst provides quality support to IT users, employing a high degree of customer service, technical expertise, and timeliness.

The incumbent provides first-level assistance for defined problems and escalates trouble tickets as necessary to higher level staff.

The Associate Service Desk Analyst has frequent interactions with customers and therefore must be an effective communicator and problem solver and must follow through on resolutions with users.

The incumbent must adhere to established standards in resolving problems.

Job Requirements

Identify and resolve technical and end-user problems to ensure user productivity in a customer service oriented, team environment.

Install, maintain and support PC software, hardware and peripherals running on the corporate domain.

Provide and install or ship all computer equipment necessary for new and existing employees to perform their jobs.

Research, resolve and respond to questions received via phone and email in a timely manner, in accordance with standards.

Escalate problems to appropriate IT staff member based on established guidelines and procedures.

Track calls and enter solution data into corporate ticketing system.

Acquire and maintain current knowledge of relevant product offerings and support policies through training and peer interaction to provide technically accurate solutions to customers.

Attend training sessions and possibly assist in setup of internal training workshops.

Participate in team projects that enhance the quality or efficiency of help desk service.

Assist in special product-related issues, such as hardware upgrades and software installs.

Provide evening and weekend support.

Other duties as assigned.


Excellent customer service and interpersonal skills

Excellent organizational skills

Ability to use customer service standards and follow guidelines

Ability to resolve problems efficiently and effectively, recognizing customers’ competence levels and approaching each level appropriately.

Ability to maintain a high level of client trust and confidence in the group’s knowledge of and concern for clients’ needs

Thorough understanding of ACD system and trouble ticket process

Strong technical and nontechnical verbal and written communications skills

Strong problem-solving skills

Ability to be involved in multiple projects through all life-cycle phases, ensuring they are completed in accordance with established direction and standards

Broad range of telecommunications, network, and desktop knowledge, including experience in:

Windows 7, Windows XP, Microsoft Office Suite, Microsoft Exchange, Internet Explorer, Antivirus Software, Oracle Applications

Ethernet, TCP/IP

Voice over IP, voice mail, and peripheral devices

Some formal training in computer science or other technical discipline.

6 - 12 months experience in computer systems or IT support.

100% performed in climate-controlled internal office environment working under normal office conditions.

Less than 5% travel may be required support of the position’s responsibilities associated with attending training, seminars or special requirements.

Communicates frequently with end users, help desk peers, and managers.

Client interaction is key to managing expectations, assessing needs, and customizing services.

Has frequent contact with the user community and frequent interaction with development and operations staff as facilitator and client problem solver.

Works on performance problems, upgrades, design reviews, and application setup/implementation.

We are a dynamic organization in a rapidly changing industry.

Accordingly, the responsibilities associated with this job will change from time to time in accordance with business needs.

More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job.

Rather, they are intended only to describe the general nature of the job.

American Tower (the “Company”) is an equal opportunity employer and is committed to a diverse workforce. The Company is committed to a policy of equal employment and will not discriminate against an applicant or associate based on his or her age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, physical or mental disability, handicap, military or veteran status, genetic information, pregnancy or any other category protected under federal, state or local law, regulation or ordinance.

In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans’ Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process can contact us at (617) 587-7911 for assistance.

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American Tower, an S&P 500 and a Forbes Global 2000 company, is a leading independent owner, operator and developer of wireless...