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Current Opening

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Helpdesk & Support Analyst
EducationBachelor's Degree
Experience05 - 06 years
Citizenship RequirementPermanent Resident
Clearance RequiredPublic Trust
LocationMA - Cambridge
Job Responsibilities

Primary Function(s)
This is a customer facing role requiring excellent communication skills, a pleasant phone manner and a passion for consistently exceeding the expectations of a customer. Provide senior technical skills to a Team that provides Tier 1 and Tier 2 desktop / IT system troubleshooting services and IT request services to approximately 1500 users.

Responsibilities and Duties
• Build and create images for desktop and laptop machines
• Provide installation, configuration, and break-fix for desktops, laptops and peripherals.
• Perform day-to-day responsibilities utilizing an IT Service Management System (RemedyForce) for ticket workflow management and documentation log database.

Skills Required
Basic Qualifications:
Essential job functions must include, strong analytical and troubleshooting skills. The ability to be work in a team environment providing solutions to diagnose and resolve problems.  Perform research if necessary to answer questions and resolve issues. Stay current with existing and emerging technologies, changes and updates. Must have a functional understanding of Windows systems, applications, and be able to support the following technologies:
• Microsoft Windows 7 & 10 Operating Systems
• Microsoft Office Suites 2013/2016
• Microsoft Active Directory - User management
• Microsoft Deployment Toolkit (MDT) for imaging
• User State Migration Tool (USMT) for backing up user profiles
• Symantec Endpoint Encryption
• Microsoft file and print services
• Blackberry and Apple Mobile Systems
• Basic to intermediate LAN and WAN Networks
• Remote connections and VPN Access
• DELL and Apple PC hardware
• Apple MAC Operating System (a plus)
Skills Preferred
Experience in the following areas preferred:
• Writing/rewriting and editing technical policies, procedures, and training manuals.
• Experience with Endpoint Encryption formerly known as SafeBoot.
• Remote VPN Access
• Remedy service desk software
• Provide basic server administration
• Previous Help Desk or Desktop support experience, responding to incoming calls, email messages, and walk-up customers.
Education / Training:
• Associates or Bachelor’s Degree in Computer Science, Information Systems, or other closely related field.
• A+ Certification
• 5 - 6 years of relevant IT experience demonstrating continuous technical career growth, in Microsoft environments.
Other:  Must be able to complete “Position of Public Trust” form
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ActioNet Inc. is an Equal Opportunity/Affirmative Action Employer.