USS Careers

Help Desk Analyst

Westborough, Massachusetts
Information Technology


Job Description

United Site Services (USS) makes things happen. From building a skyscraper or new home community to providing services to America's largest music festivals, USS is there every step of the way.

As the industry leader in portable sanitation services, we deliver the best for our customers. But to do that, we need the best people to join our team. That's where you come in!

Position Description

We are looking for a customer service oriented Help Desk Analyst I for our corporate office. This role delivers and provides technical support and problem management to end users on moderately complex issues regarding computer operations, including installations, setups and error messages.

RESPONSIBILITIES:

  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress and handing customers with a professional attitude
  • Analyzes and resolves high volume incidents and requests regarding use of application software or technical hardware. Logs and tracks incidents and requests from identification through resolution. Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled and the customer communication is complete. Documents resolutions and updates self-help and staff knowledge bases
  • Works with members of the desktop/network teams and other workgroups within the organization on projects and initiatives as needed
  • Identify, research and resolve technical problems to support all USS end users
  • Ability to manage Active Directory users, groups, and computer accounts
  • Ability to perform desktop and laptop builds and rebuild from OS, networking and application installations
  • Strong commitment to customer support

In order to be successful at this job, here are some SKILLS you should have:

  • Customer Service
  • Teamwork
  • Organization
  • Communications
  • Decision Making and Problem Solving

Requirements

  • 1+ years of work experience and Technical degree preferred; or equivalent combination of education and experience.
  • Technical degree
  • Basic networking knowledge and protocols (IP addressing, DNS and DHCP)
  • Customer service orientation and/or prior customer service training


Additional Requirements:

  • Strong commitment to customer support
  • Demonstrates ability and desire to learn Corporate, Division and Facility-specific applications, technology and terminology
  • Demonstrated ability to learn customer support processes and techniques
  • Task and time management skills
  • Analytical and problem solving skills
  • Competency in MS Office Suite
  • Prior experience supporting customers in use of application software
  • Ability to work independently as well as in a team environment
  • MS Office Suite, 2013 to 2016
  • Active Directory
  • Microsoft Exchange
  • IE, Firefox and Chrome
  • Windows 8.1 / 10 Operating Systems
  • Remote access -- VPN
  • Desktop and laptop computers / Imaging
  • Install and support of PC hardware and peripherals
  • Basic, smartphones and hand held tablets
  • Help Desk ticketing software
  • Network Folder Permission and Inheritance
  • Network Printer/Scanner configuration

Preferred Requirements:

  • Help Desk ticketing software
  • Citrix, XenApps and XenDesktop
  • Wyse Terminals
  • Anti-Virus software
  • Network monitoring software

What's in it for you?

At United Site Services, we provide a competitive benefits package, with options for both full and part-time Associates, that lets you live life the way you intend. We offer so much more than a regular paycheck; our benefits package is chalk full of perks such as paid time off, healthcare, 401K matching, employee assistance programs, Life and AD&D insurance and much more!