Senior Help Desk Analyst

About the Position

Senior Help Desk Analyst

Boston, MA, United States

Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country’s largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.

Responsibilities

• Deliver white glove IT support by promptly responding to all Service Requests and Incidents across multiple channels - including telephone, walk-ups, chats, and self-service queue - while providing a personalized, high-touch experience with a target of an 80% first-contact closure rate.
• Troubleshoot and resolve any and all issues related to computer hardware, operating systems, company-approved applications.
• Implement software and hardware updates and upgrades in compliance with the Desktop team.
• Assist in the development and maintenance of Support Center documentation using Confluence and ServiceNow.
• Report any support trends to the IT Operations Manager as they happen.
• Research and test new technology as needed for project work.
• Occasional travel to offsite locations as needed for projects or emergency situations.
• Perform laptop and desktop imaging including local rollouts.
• Troubleshoot and set up iPhones, iPads, and Android devices.

Requirements

• Associate's or Bachelor's degree with a minimum of two (2) years of related experience.
• OR Five (5) years of related experience required.
• OR an equivalent combination of education and experience.
• Excellent knowledge of Windows 10/11 and legacy Windows OS.
• Advanced knowledge of Microsoft products including Office, Outlook, SharePoint, Teams, etc.
• Good working knowledge of Google Workspace applications including GMAIL, Drive, Sheets.
• Advanced experience with Windows Active Directory – Creating, Modifying, Password Resets, Accounts unlock, Share permissions.
• Working knowledge of iPhone/iPad & Android devices, including email configuration and MDM enrollment.
• Good working knowledge of LAN/WAN network topology.
• Experience in advanced Helpdesk tools and techniques (Remote assistance, ServiceNow or other ticket system, Dameware, SCCM, PC Imaging).

Nice to Have

• Project management experience.
• Strong customer service skills.
• Superior telephone and email etiquette skills.
• Strong problem-solving skills and decision-making ability.
• Ability to organize work efficiently and handle multiple projects/responsibilities at a time.
• Ability to coordinate operations activities in accordance with other information technology functions.

We Offer

• Competitive salary range: $85,000 to $100,000 Per Year.
• Comprehensive benefits package including paid time off, health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering, and more.
• Participation in an employer-sponsored 401(k) plan.

About the Company

Veolia is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.