Snr Help Desk Analyst

Job Description

We are looking for a Senior Help Desk Analyst to join our team in Woburn, Massachusetts, and provide exceptional IT support to our organization. The ideal candidate will possess strong technical skills, leadership capabilities, and experience in managing IT projects. This role requires someone who is proactive, detail-oriented, and capable of working effectively in a dynamic environment.

Responsibilities:

• Provide advanced technical support across various platforms, including technologies from Cisco, Citrix, and Apple.

• Manage IT projects utilizing Agile methodologies and tools like Azure DevOps.

• Develop and document use cases, functional specifications, and technical requirements.

• Collaborate with cross-functional teams to analyze business needs and deliver effective IT solutions.

• Configure and maintain computer hardware, software, and mobile devices, ensuring optimal functionality.

• Facilitate system deployments and oversee configuration management processes.

• Utilize ServiceNow to streamline service requests and improve IT operations.

• Offer advisory and consultative services to address complex technical issues and improve operational efficiency.

• Train and mentor entry-level help desk staff, fostering skill development and knowledge sharing.

• Prepare reports and presentations using Office and Visio tools to support decision-making processes.• Minimum of 4-6 years of experience in IT systems and help desk support.

• Proven expertise in project management, including standards, methods, and techniques.

• Strong background in business analysis with the ability to create detailed technical documentation.

• Hands-on experience with Agile methodologies and tools such as Azure DevOps.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and Visio.

• ServiceNow experience is preferred.

• Certifications such as ITIL Foundation, Microsoft Certified Solutions Expert, or CompTIA A+ are highly desirable.

• Excellent communication skills, both written and verbal, with a consultative approach to problem-solving.

Full-time