Helpdesk Analyst (full-time / perm)

Job Description

Job Description

Title : Helpdesk Analyst

Location Chicago, IL (financial district)

Compensation : Competitive salary

Position Type : Full-Time / Perm

Join a growing financial firm (200+ employees) known for strong values, collaboration, and rock-solid engineering. We’re looking to hire a Helpdesk Analyst provide timely and effective technical support to end-users via phone, email, and a ticketing system.

The ideal candidate will be a customer-focused problem-solver who can diagnose, troubleshoot, and resolve issues related to computer systems, software, and hardware in a fast-paced environment.

Essential duties and responsibilities

• User support : Respond to, analyze, and resolve technical support requests from internal users in person, by phone, or through electronic communication.
• Troubleshooting : Diagnose and fix issues related to hardware (e.g., laptops, desktops, printers, headsets, networking devices, etc.), operating systems (e.g., Windows), and software applications (e.g., Microsoft 365).
• Ticket management : Log, track, and document all support incidents and service requests in a ticketing system, providing clear and concise communication with users throughout the process.
• Escalation : Escalate unresolved or complex issues to higher-tier support teams or management in a timely and professional manner.
• Account maintenance : Perform routine user account administration, including password resets, account unlocks, InTune, and access control modifications using tools like Active Directory.
• Network assistance : Troubleshoot basic network connectivity issues, including problems with local area networks (LAN), Wi-Fi, and VPN access.
• Documentation : Contribute to and maintain the internal knowledge base with solutions and procedures for common technical problems.
• Equipment deployment : Assist with the setup, configuration, and deployment of new computers, software, and other IT equipment for new employees.
• Operational support : Monitor IT systems, assist with inventory control, and perform other operational duties as assigned.

Required skills and qualifications

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