PTP · 2 days ago

Information Technology Help Desk Analyst

Norwood, MA

Full-time

Onsite

Mid Level

2+ years exp

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Cloud Data ServicesCloud Management

Hiring Manager

Brian Souza

Insider Connection @PTP

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Responsibilities

Respond and resolve client cases utilizing ITSM platform, procedures, and training. Awareness of service offerings and Service Level Agreements (SLAs) are required.

Understand Information Technology Infrastructure Library (ITIL) processes.

Follow predefined ITIL Case Management and Change Management processes in place for each client.

Monitor ticketing system and alerts. Respond/resolve to cases in accordance with SLAs.

Perform triage and remediation, server/software updates, and feature enhancements to supported customer elements as defined in scope of work.

Perform triage and remediation, IOS updates, and basic configuration support to switches, routers and firewalls.

Perform triage and remediation for client virtual and cloud infrastructures.

Perform triage, remediation and basic moves, adds, changes to voice infrastructures.

Maintain current knowledge of PTP core service catalog and SLAs.

Ability to follow and improve written handling instructions as required.

Demonstrate, understand and commit to the mission of PTP through performing behaviors consistent with the organization's values.

Support and conduct self in a manner consistent with client service expectations.

Provide one-on-one end-user problem resolution over the phone, instant messaging, and via remote control tools.

Assist with the new client on-boarding process, including assisting in creating and maintaining troubleshooting documentation and ongoing service desk training of the client environment.

Diagnose and resolve end-user network or local printer problems including but not limited to PC hardware problems, email, Internet, VPN, and local-area network access problems.

Other duties as assigned by management.

Qualification

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CitrixVMwareCiscoCrestronAWSAzureGoogle CloudM365 ProvisioningEnterprise Virtual PlatformsHyper-VPatch ManagementWindows Server AdministrationDNSGroup PolicyActive DirectoryNetwork TechnologiesCisco MerakiRoute/SwitchSecurityUnified CommunicationsBackupVEEAMCarboniteOneDriveVirtual Conferencing PlatformsZoomWebExMicrosoft TeamsSlackDesktop Support

Required

Associate degree in a related field or equivalent experience

Minimum 2 years administration experience in multiple technologies including Citrix, VMware, Cisco and/or Crestron Enterprise AV solutions, AWS, Azure, Google Cloud environments, M365 Provisioning & Administration, Enterprise Virtual Platforms: VMware or Hyper-V, Patch management and maintenance, Windows Server Administration: DNS, Group Policy, and Active Directory, Network Technologies: Cisco Meraki dashboards, Route/Switch, Security, Unified Communications, Backup: VEEAM, Carbonite, OneDrive, Virtual Conferencing Platforms: Zoom, WebEx, Microsoft Teams, Slack, Desktop support: Support for client desktop machines and applications, Strong understanding of Windows OS and Mac OS environments