Our client is seeking a Help Desk professional responsible for addressing service requests and incidents by phone, email or in-person.
The individual in this role will serve as the front line and go-to resource for end user technical support in the Company's Chicago office.
This is a hybrid schedule 2 - 3 days / week on-site.
Responsibilities :
- Monitor, prioritize and respond to user requests and incidents.
- Provide detailed updates and tracking of incidents in the IT incident tracking system.
- Setup, configure, deploy and troubleshoot desktops and laptop.
- Setup, configure, deploy and troubleshoot desk and mobile phones.
- Setup, configure, deploy and troubleshoot printers, scanners and copiers.
- Setup, configure, train and troubleshoot remote user connectivity.
- Troubleshoot a wide-array of Windows issues.
- Assist users with evaluating the authenticity of email messages.
- Install and configure new and existing software.
- Escalate and partner with more senior level techs as needed.
- Create knowledge base articles on frequently seen technical issues.
- Document internal procedures related to Help Desk related responsibilities.
- On-call after hours support as needed.
- Provide support for user equipment moves.
- Train end-users how to setup and use new technologies.
Desired Experience :
- 1+ years of corporate help desk experience.
- Bachelor's degree in computer science or related preferred, but not required.
- Experience working in a fast paced environment.
- Experience troubleshooting Microsoft Office applications.
- Experience with setting up and configuring iPhones.
- Experience troubleshooting Windows or mobile operating systems.
- Demonstrated ability for critical thinking and problem solving.
- Excellent verbal and written communication.
- IT support ticketing system experience important, but not required.
Expectations :
- Passionate about helping the business succeed.
- Passionate about helping users.
- Passionate about learning new technologies.
- Sets the bar high with relentlessly high standards.
- Committed to excellence, quality and getting things done right the first time.
- Always curious about new possibilities and acts to explore them.
- Constantly seeks out opportunities for self-improvement.
- Takes on challenges head on and always looks for ways to identify solutions.
- Willing to take on initiatives without being asked.
- Accepts accountability for decisions and actions.
- Works independently, but seeks others outside the company to help, if needed.
- Ability to work effectively within a team.
- Willing to respectfully challenge decisions, even when doing so is uncomfortable.
- Evaluate and analyze complex issues with attention to detail.
- Open to feedback and willing to take action on feedback when provided.
- Follow through on deadlines, commitments or promises.
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