Service Desk Engineer (71253) - Full-time / Part-time

NWN is recognized as one of the top 18 Cisco partners in the U. S. and a leader in the IT services industry with many awards and elite certifications from Hewlett Packard, NetApp, EMC, Microsoft and VMware to name only a few. With nearly 600 employees in 12 locations across the U. S. the company is on a fast track to even greater success.
NWN is looking for a Service Desk Engineer to join our team in Waltham, MA. This is a full time position with full benefits.
This role provides multi-faceted support to NWN-NCare clients/end users in an Information Technology Help Desk capacity. The role is responsible for the resolution of a variety of desktop-related problems including hardware, operating system, applications and/or network configuration. This role will require working with the end users to identify opportunities and helpdesk trends.
This role requires strong communication and analytical skills to assist the NWN Service Desk clients. The analyst must demonstrate a commitment to working through problems to resolution and complete tasks with a high level of accuracy.
Job Responsibilities:

• Adheres to, maintains, and improves operating policies, procedures and associated knowledgebase documentation.
• Provide customer satisfaction in the area of desktop services, providing a good level of technical expertise, and in a timely fashion.
• Diagnose and resolve technical issues in association with end user devise and/or software using authorized tools and follows documented policies and procedures.
• Must be able to handle multiple concurrent tasks with minimal supervision.
• Analyzes help desk trends to identify opportunities to improve the quality and value for each of our clients.
• Partner with IT staff at client locations to coordinate seamless support of desktop service.
• Works in an environment of multiple shifting priorities.
• Maintain current knowledge of industry trends and potential impact on the support to the business.
• Works with little supervision
• Potential after hours support.
• Travel may be required. Must have personal transportation.

Knowledge and Experience:

• 1-3 years of work experience
• Enterprise-level support experience
• MAC knowledge preferred
• Strong analytical skills
• Strong verbal and written communication skills
• Good problem-solving skills
• Ability to think strategically and act tactically
• SAP Provisioning experience preferred.

Active Directory

• Password resets/unlocks
• Account creation/disable
• Users & groups
• Permissions

Outlook/Exchange

• Configuring mail profile in Outlook
• Troubleshooting Outlook connectivity issues
• Troubleshooting Outlook mailbox size issues
• Creating/modifying distribution lists
• Calendars
• Archiving

Networking

• Basic knowledge of commands (ping, tracert, ipconfig etc...)
• Printer mapping
• WiFi troubleshooting
• VPN troubleshooting
• RSA experience a plus

Documentation

• Experience using a ticketing system to document incidents and troubleshooting
• Creation / updating of knowledgebase articles