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The Panther Group
https://www.thepanthergrp.com/wp-content/uploads/2022/03/sm-logo-200x200-1.png
https://www.thepanthergrp.com
https://www.thepanthergrp.com
USD
38.00
HOUR
true
Service Desk Analyst
Posted: 06/24/2025
2025-06-24
2025-08-07
Employment Type:
Contract To Hire
Industry: IT Support
Job Number: 43306
Pay Rate: 38.00
Job Description
The Panther Group is looking to hire a Service Desk Analyst with strong system administration, PC technician and problem-solving skills to serve as a key member of an IT team for a leading defense technology company in Waltham, MA. The selected candidate will be responsible for the following:
- Provide quick and effective assistance with information technology systems
- Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
- Listen attentively to customers’ questions and concerns and offer optimal solutions
- Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
- Represent the company with professionalism and integrity while helping to advance our company mission
- Respond to tech inquiries ServiceNow ticketing system
- Walk customers step-by-step through the problem-solving process
- Help with troubleshooting hardware and software
- Follow up with customers to ensure satisfactory service
- Communicate customer feedback to the appropriate internal team members
- Troubleshooting and administration of Windows clients.
- Diagnosing and resolving technical issues related to hardware, software, and network connectivity.
- Creating, tracking, and updating helpdesk tickets to document issues and their resolutions.
- Assisting with user account management tasks such as password resets and account unlocks.
- Assisting with the installation, configuration, and troubleshooting of hardware and software.
- Maintain/enforce computer/network usage policies.
- Creating and maintaining documentation, including user guides and troubleshooting procedures.
- Excellent problem-solving and analytical skills
- Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
- The ability to break down technological processes and deliver clear, step-by-step instructions
- Patient, friendly demeanor with a great aptitude for listening
- Strong verbal and written communication skills
- Commitment to providing exceptional customer service
- Passion for problem-solving and customer service
- Tech savvy, with experience working in a tech-related field
- Ability to diagnose and resolve a variety of technical issues
- Team-oriented mindset with an openness to constructive feedback
- Eagerness to learn new technologies and systems
- Experience working as an IT help desk technician or in a similar customer support role
- 3-5 years' experience as a Service Desk Analyst and/or PC Technician.
- Proficiency administering Windows Clients.
- Proficiency with a variety of PC Technician tasks.
- Strong troubleshooting and debugging skills.
- Excellent written and verbal communication.
- At least 1 CompTIA certification.
- DOD Secret
Meet Your Recruiter
Amanda Krafcik
Amanda is a Client Success Manager and has 10+ years of experience in the staffing industry. She focuses on finding the best talent for our clients and is a passionate team player. Fun fact: Amanda loves movies and is always watching them or talking about them on podcasts.
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Discover exciting job opportunities in the vibrant area surrounding Waltham, Massachusetts! Known for its rich history, picturesque scenery, and bustling economy, Waltham offers job seekers a unique blend of innovation and tradition. Home to renowned universities, cutting-edge technology companies, and a thriving cultural scene, this city has something for everyone. Explore job listings in this region and unlock the door to a career filled with growth, charm, and endless possibilities. From strolling along the Charles River to catching a game at Fenway Park, there's no shortage of enchanting experiences waiting for you in the Waltham area. Start your job search today and embark on a rewarding career journey in one of the most inviting locations in the Northeast.
