Helpdesk Administrator

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Are you a technical support wizard with a passion for providing exceptional service to end users? Do you thrive in a fast-paced environment and enjoy troubleshooting and resolving IT issues efficiently? If so, we have an exciting opportunity for you to join our customer's team as a Help Desk Administrator . Our customer is located in Boston, MA and this is a flexible role with a hybrid schedule.

Responsibilities:

• Provide top-notch technical support to end users, ensuring their technology-related needs are met promptly and effectively.
• Troubleshoot and diagnose problems through to resolution, minimizing downtime of applications, hardware, and personnel. Follow internal escalation procedures to engage various IT support functions when necessary.
• Maintain accurate records of each support call in a service management tracking tool, monitor open issues, and provide regular updates to ensure business and customer expectations are met.
• Maintain an asset database for all IT-related hardware.
• Collaborate with the Manager to recommend training programs based on call trends to better assist end users.
• Develop and maintain informative articles for the Help Desk's knowledge base.
• Create and manage user accounts on various systems.
• Provide support and training to Help Desk Administrators - Tier 1.
• Enforce technology usage policies and procedures for end users.
• Continuously enhance your knowledge and skills to excel in your job duties.
• Maintain professionalism and positive interactions with higher management, peers, and subordinates in all situations.
• Communicate effectively in person, in writing, and electronically.

Qualifications:

• High school diploma or equivalent required.
• Minimum of 3 years of experience in a technology Help Desk position.
• Professional experience and advanced knowledge of the Microsoft Office 2013 and 2016 Suite.
• High degree of technical skills and experience in a law firm or other professional services environment.
• Professional experience with iManage FileSite and other legal applications is a plus, though not required.
• Excellent troubleshooting and problem-solving skills.
• Self-starter with the ability to multitask and prioritize effectively.
• Strong interpersonal skills, including excellent communication, tact, diplomacy, and the ability to interact positively with all levels of the organization.
• Collaborative team player who can work effectively with colleagues, attorneys, and staff across the firm.
• Adaptability to last-minute changes and disruptions.
• Willingness to work outside of normal business hours and participate in an on-call 24/7 rotation.
• Ability to lift 25lbs.

Aqueduct Technologies, Inc. assists customers in finding top talent for their diverse staffing augmentation needs and providing technical solutions including deployment and support of advanced networking, systems, storage, and collaboration solutions to enable better business results. Aqueduct is one of the fastest growing IT services organization in the US, powered by our relentless pursuit of customer satisfaction, corporate culture, and employing the top 10% in the industry.