National Grid Executive Support - Helpdesk Analyst III in Waltham, Massachusetts

_About the Position:_



As a Tech B@r technician, you are the face of IT, providing immediate walk-up support to internal employees. Strong interpersonal communication skills with a high degree of empathy are a must. We want people for who going “over and above” is second nature. . Have a passion for customer service and a commitment to exceeding expectations.

  • Provide White-Glove concierge level customer experience supporting internal employees directly.

  • Excellent multi-tasking and time management skills with the ability to thrive in a fast-paced, high pressure environment.

  • Provide constant updates to your users to keep them in the loop with where we are with their issue.

  • Enjoy meeting people and building relationships.

  • Can communicate technical concepts in layman’s terms.

  • A sense of urgency, but also the ability to keep your cool.

  • Inviting personality

  • A burning desire to solve problems.



_Position Responsibilities (including but not limited to):_

  • Experience in providing excellent customer service

  • Ability to take notes and record all interactions and steps taken with the users. Experience with at least one ticketing system (Service Now, Remedy, HEAT, etc)

  • Troubleshoot network connectivity issues including; remote access, Wi-Fi, and wired connectivity.

  • Supports users on applications and tools within the environment including; Office, Windows, RSA, WebEx, Jabber, Yammer, etc

  • Strong understanding of Microsoft Outlook and Outlook Web Access, with experience resolving complex problems and assisting users with advanced functionality.

  • Experience supporting mobile devices (IPhones, IPads, etc)

  • Working knowledge of Active Directory and basic AD administration

  • Strong Windows 7/Windows 10 experience in an Enterprise Environment, Mac experience a plus

  • Working knowledge of video collaboration tools (Video Conferencing, Webex)

  • Ability to follow proper escalation paths

  • Ability to keep work area clean and organized

_Knowledge & Experience Required:_

  • Exceptional customer service, interpersonal and communication skills

  • Highly organized, able to prioritize and delegate to achieve maximum efficiency.

  • Able to remain calm and polite while bringing order to chaotic situations

  • Experience in dealing directly with end users with demonstrated skills in managing user expectation.

  • At least 2 years experience in detailed technical support of Windows and Apple iOS operating systems.

  • At least 2 years experience in troubleshooting and configuring Microsoft end user products (Word, Excel, etc).

  • Demonstrated experience in troubleshooting and configuring local and remote connectivity configurations on Windows and Apple devices (VPN and WiFi).

  • Working knowledge of Active Directory.

  • Educated to degree level in a relevant discipline or equivalent combination of education and experience.

  • Well developed problem solving approaches and skills.


/National Grid is an equal opportunity employer thatvaluesa broad diversity of talent, knowledge, experience and expertise. We foster a culture ofinclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to bean affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team./


Job: *IS Service Delivery

Organization: *IS Service Delivery

Title: Executive Support - Helpdesk Analyst III

Location: MA-Waltham

Requisition ID: 20183287