Help Desk Analyst
HighRoads - Woburn, MA

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The Help Desk Analyst is a member of IT/ASP Technology Team. The Help Desk Analyst is responsible for providing end user support and technology training to the HighRoads staff. Critical to this role is the ability to work in a cross functional environment, field on-going requests from multiple areas, prioritizing requests and addressing issues based on criticality and impact. The Help Desk Analyst must have strong communication and problem determination skills and resolve issues in a timely manner. If issues cannot be resolved, it is important to escalate those issues to IT management. In addition to resolving issues, the Help Desk Analyst performs trend analysis on issues and escalates trends as required. The Help Desk Analyst is also responsible for hands on Laptop, Desktop, Server hardware repair and remote hands assistance as required within the local office and telco room

Overall Responsibilities:
  • Perform end user and desktop support issues
  • Make routine moves, additions and/or changes on the office Telco system
  • Conduct end user training for IT products (iOS, Blackberry, laptop, etc.) as needed
  • Maintain assigned section of the hardware asset inventory database and software license inventory
  • Assist sales with demo software
  • Address LAN connectivity issues
  • Maintain Woburn server room
  • Support VoIP users and perform VoIP maintenance
  • Support VPN users
  • Perform local server backups
  • Perform conference room maintenance
  • Manage corporate Anti-Virus program
  • Maintain Corporate Email servers
  • Maintain Corporate Email Anti Virus
  • Perform Active Directory Administration
Knowledge, Skills, and Abilities Required:
  • Bachelor degree in computer science
  • Hands on experience with:
    • Active Directory
    • Exchange 2010 and email servers
    • Desktop environments (Windows XP, 7, Mac OSX, iOS, etc…)
    • Anti-virus programs
    • Managing HA environment
  • Ability to work in a cross functional environment with minimal supervision
  • Strong attention to detail
  • Strong problem determination skills
  • Pro-active mindset
  • Ability to provide guidance to team members on projects and problem analysis
  • Ability to initiate and participate in internal projects in support of strategic and operational goals.
  • Occasional travel to Canada
Please submit resume to for consideration.