Sr. helpdesk/manager
Kforce Inc.

Job Info

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RESPONSIBILITIES:

Kforce has a client that is seeking a Senior Helpdesk/Manager in Andover, MA. The Senior IT Operations Analyst will demonstrate strong knowledge and developing expertise in end user technologies.Key Tasks:

• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support
• Strong orientation to customer service and delighting customers
• Successfully executes all assignments timely and within acceptable quality levels
• Works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues
• Effective communicator and problem solver - documents process and trains team members with ease
• Identifies knowledge gaps and closes them; Demonstrates consistent intellectual curiosity and drives to learn more and self-develop themselves
• Perform all job functions consistent with policies and procedures
• Assist with IT infrastructure improvements; Interact as needed with the IT service provider and stakeholders
• Provides timely technical assistance to staff concerning the use of computer hardware and software, including office applications, operating systems, printing and hardware installation
• Configure workstations and user accounts, including phone, Ethernet, computer, docking station; Provide equipment and services orientation to new employees
• Facilitate help desk ticket resolution between employees and IT service provider and serve as escalation point to employees with unresolved open tickets
• Maintain equipment and software inventory; Coordinate the purchase of new workstation, software and license renewals
• Assist with program account creation, account setup and account access
• Perform other tasks and duties as required

REQUIREMENTS:

• Bachelor's degree in Information Systems or related degree; Or equivalent combination of education, training certifications, and experience
• 5+ years of experience

Extensive experience with Windows client operating systems and troubleshooting problems with Windows related software, including:

• Microsoft 365
• Active Directory Users and Groups
• Azure AD
• Intune

Experience with Endpoint Security software including:

• Configuration/deployment management tools such as Intune, etc.
• Endpoint Detection & Response Tools such as Sentinel One and Microsoft Security
• Group Policy
• Email security
• Mac, JAMF experience a plus
• Solid understanding of network connectivity; Wireless and wired
• Automation and central deployment experience
• The ideal candidate will have a primary understanding of designing, deploying and troubleshooting client endpoints
• Strong analytical and deep-dive problem solving skills across multiple disciplines. (HW, OS, Network, etc.)
• The ability to prioritize and field service requests and incidents, via ticket, phone and occasional ad-hoc walk-ups individually and assisting team members
• Understand ITIL Concepts (certification is a plus)
• IT Service Management tooling (ServiceNow, FreshService, etc.)
• Management and deployment experience of 3rd party software platforms and solutions
• Vendor management experience
• Well organized with strong asset and license capacity planning experience
• Ability to deploy and support miscellaneous office equipment (printers, projectors, video conf.)
• Experience with physical security management solutions
• Excellent interpersonal skills
• Flexibility to support after-hours escalation and support
• Familiarity with aviation and Part 139 airports a plus

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