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Careers
| Position: | Helpdesk Analyst |
| Position ID: | AV |
| Department: | IT |
| Location: | Avon, MA |
| Description: | The Helpdesk Analyst is responsible for the day-to-day support and maintenance of all PC and Mac Systems as well as software support for general purpose business use applications (MS-Office, Adobe…) for F+W Publications. The Help Desk Analyst is the IT support interface to the user and must know how to resolve IT support issues and be able to effectively escalate as necessary. ESSENTIAL DUTIES & RESPONSIBILITIES: • Provides support for specific business application areas as it relates to the recommendation, installation, and networking of new software solutions. • Monitors Helpdesk queue and responds to tickets as they come in to the Helpdesk. • Are responsible for assisting all customers with their questions about any of our supported software and computing platforms to the best of his/her ability, in a professional and courteous manner. • Takes Helpdesk phone calls and responds to user issues as required. • Coordinates activities around PC and MAC Systems Application design and implementation. • May be asked to assist with research into improving solutions, processes and procedures and give feedback to management. • Performs troubleshooting and problem resolution for Business Application hardware and software products. • May fill a role as an individual contributor on projects of a high level of complexity. • Assists with system maintenance. • Works to increase industry knowledge through daily work responsibilities, and available resources. • Assumes additional responsibilities as assigned. • Should be willing to learn as he/she progresses in his/her position and as he/she is faced with new questions and situations. |
| Requirements: | • A Bachelor’s degree or comparable experience is required. Experience can be substituted on a year for year basis. • Excellent written and oral communication skills and analytical skills are required. • Must have the interpersonal skills required to relate to customers in a one on one of group environment. • Prior experience in PC or MAC Systems Applications &/or Desktop Operating Systems is required. For immediate consideration, email your resume, cover letter, and salary requirements to the following: careers@fwmedia.com EOE |