Help Desk Analyst

Help Desk Analyst

Trillium Professional is now seeking a Help Desk Analyst in Boston!

Schedule has a Saturday - Wednesday shift; Saturday and Sunday - 6AM - 2PM, Monday/Tuesday/Wednesday - Start shift between 12-2PM and finish between 8-10PM. Pay rate is $35/hour.

The Help Desk Analyst 1 provides IT technical support to users working on site or remotely as a first level of support. The Help Desk Analyst plays a pivotal role in the IT Department's customer service strategy. As the first line of support, the Help Desk Analyst will respond to calls, emails, and tickets in a professional and supportive way attempting to resolve as many requests as possible or assigning them to the next level of support within the organization.

Duties & Responsibilities:

• Support / troubleshoot a wide range of software applications and hardware systems for our end-user community to enable them to complete their job.
• Manage the onboarding of new users, creating AD, email, application, and VPN accounts.
• Create Microsoft Office 365 (M365) Exchange mailboxes, shared calendars, and email distribution groups; assign permissions to mailboxes and calendars.
• Work with Active Directory security group memberships and on premises file share permissions.
• Monitor help desk ticketing system, ServiceNow, for tickets assigned to the help desk to process or triage tickets to other support groups.
• Respond quickly and effectively to requests received through the IT Help Desk.
• Manage the proper off boarding process when disabling an MBTA account.
• Provide remote access/VPN support and training.
• Utilize remote control to take over of a user's desktop in order to resolve issues.
• Respond to each inquiry, whether from a customer, vendor, or coworker in a professional and courteous manner.
• Leverage internal and external resources (knowledge bases, manuals, and support sites, vendors) to answer questions and resolve issues.
• Be an advocate for the end user to ensure he or she receives high quality and timely service and support from the entire IT organization.
• Adhere to the rules, regulations, collective bargaining agreements and policies of the Authority including the EEO, Anti-discrimination, and Anti-Harassment, and Anti-Retaliation policies.
• Perform all other duties and projects that may be assigned.

Previous experience - Ability to pass pre-employment screenings.

Trillium has been recruiting and placing professionals for over 30 years. From Fortune 100 companies to small businesses, our philosophy remains the same: to achieve excellence by providing quality employees and an uncompromising level of service. We believe in honesty, integrity, and a simple philosophy of providing value to our customers and our employees. We strive to be unsurpassed in the recruitment and placement of quality and skilled professionals. Trillium is an Equal Opportunity Employer.

Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for the employers and the California Fair Chance Act.

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Trillium offers a comprehensive benefit package that includes the ability to participate in health insurance and retirement plans, paid holidays, state required leave, and vacation days, if applicable. Trillium's offerings are dependent on the state in which the assignment is located, length of time worked, and may change depending on assignment. Benefit packages for direct hire placements vary based on the client company.