IT Support Analyst

We have an opening for IT Support Analyst at Boston, MA (Hybrid). Kindly apply with your updated resume if you are interested. Please find the job details below:

Position:IT Support Analyst

Location: Boston, MA (Hybrid)

Duration: 12 Months Contract position\

The Analyst will provide support through various communications channels including phone, chat and email. This candidate should have the ability to analyze existing systems and make proactive recommendations for improvements or alternative solutions. The candidate will use ITSM tools to review change management requests and help assess the scope of outages.
Position Responsibilities (including but not limited to):

• Application Support
  • Provide resolution for escalated service tickets in a timely manner. Provide high-quality customer service. Further escalate tickets as needed.
  • Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool, SCCM, etc.
  • Document end user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process.
  • Maintain ticket queue to meet SLA s and provide quick resolution to the end user community, including updating them when appropriate.
  • Help maintain documentation for owned applications and ensure others meet documentation standards

3-5 years (or more) of relevant experience supporting or developing applications

• • Must include experience managing MoveIT or equivalent SFTP system
  • Familiarity configuring and troubleshooting automated file transfers
• Advanced knowledge troubleshooting applications, network and other technical problems
• Able to interact with end users and other teams professionally
• Excellent verbal, interpersonal and written communication and documentation skills
• Driven by a desire to provide strong customer service
• Has a teamwork mentality with the ability to both collaborate and work independently
• High level of professionalism and focus on quality
• Attention to detail with the ability to contact switch and reprioritize tasks as needed
• Ability to provide 24 hour/7 days a week on-call support when scheduled