Senior Help Desk Analyst L3 Information

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CommonWealth REIT

CommonWealth REIT is a real estate investment trust, or REIT, which primarily owns office and industrial buildings located throughout the United States. The majority of our properties are office buildings located in suburban areas and central business districts, or CBDs, of major metropolitan markets.CWH was founded in 1986 and went public on the New York Stock Exchange as a REIT that owned healthcare related properties. In the 1990’s we transformed into an office REIT by selling healthcare a... Read More

Address	CommonWealth REIT Two Newton Place 255 Washington Street Newton, MA 02458-1634
Website	www.cwhreit.com/
Holding	No Holding Details

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Senior Help Desk Analyst L3

Responsibilities

·         Works on the Help Desk taking ACD calls and resolving end user issues

·         Serves as a senior resource for all Support Services and Help Desk staff.

·         Serves as second level support for Blackberry, IPhone and VIP calls.

·         Serves as third level support for Help Desk requests and incidents with emphasis on medium to difficult issues.

·         Mentors and trains junior staff members.

·         Troubleshoots and resolves complex issues and works with other teams to follow the issues to resolution.

·         Serves as an escalation and knowledge point for the other staff members to come to for advice and direction.

·         Accurately and fully documents all troubleshooting and resolution steps within the Support Services ticketing system (Service Now).

·         Escalates critical incidents to Help Desk Manager and other IT groups as needed.

·         Creates documentation and training material.

·         Researches and resolves issues related to logical user access administration.

·         Follows and creates standard operating procedures around process and documentation.

·         Recommends and implements process improvements.

·         Manages small projects related to support processes.

·         Additional duties as assigned.

Requirements

·         College degree preferred.

·         4 plus years of experience working in an IT role, including Service Desk, Hardware deployment/configuration and Access Administration.

·         SME knowledge of PC hardware and software with an emphasis on Microsoft environments.

·         Excellent working knowledge of all components of IT infrastructure including desktops, servers, routers, and wireless devices (Blackberries).

·         Ability to interface and service VIP’s with diplomacy and confidence

·         Familiarity with Logical User Access (LUA) account administration.

·         Familiarity with Service Desk Ticketing software.

·         Excellent troubleshooting skills with an aptitude for problem source isolation.

·         Excellent customer service skills.

·         Willingness to work in a highly-structured environment.

·         Excellent communication skills, both oral and written.

·         Ability to work and prioritize well in a fast-paced, dynamic atmosphere, quickly tackling difficult issues with ease.

·         Expert level knowledge of Microsoft Windows and MS Office.

·         Ability to develop processes and documentation.

·         A+, MSCE and/or CCNE certification.

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	+1-617-3322261	Contact Name:	not provided
Job Duration:	not provided	Phone:	+1-617-3323990
Email:	hr@cwhreit.com