IT Help Desk Support Analyst (Downers Grove)

It Help Desk Support Analyst

Aqueity is looking for a skilled IT Help Desk Support Analyst, who is responsible for handling service requests for our clients requiring IT support. The Help Desk Support Specialist will work on-site in Lombard, IL, with our service delivery team to support and triage incoming issues on the following technologies : workstations, printers, servers, networks, and vendor-specific hardware / software. The ideal candidate has a true passion for technology and learning, enjoys problem solving, and has excellent customer service skills.

Responsibilities :

• Provides IT support relating to technical issues involving Microsoft's core business applications, operating systems, and cloud services
• Supports disaster recovery solutions
• Provides technical support at the network level : WAN and LAN connectivity, routers, firewalls, and security
• Provides basic remote access solution implementation and support : VPN, remote services, and Citrix
• Monitors the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• Triages and classifies incoming service requests by gathering information from clients and computer systems
• Documents and tracks all required information supporting accurate ticket reporting for the Service Desk
• Resolves service requests during the first phone call if possible, and escalates service requests to other resources as needed
• Communicates with customers as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Displays an ability to patiently walk a user through the steps needed to address the issue
• Fast turnaround of customer requests - quickly and correctly identifies the user's issue or problem, recommending the most efficient solution to address the issue
• Answers all web-based inquiries and phone calls within the response time goals for the Service Desk
• Documents basic support processes and knowledge base articles for recurring issues as needed, and escalates identified recurring issues to next level support engineers
• Ability to work in a team and communicate effectively - maintains a positive and friendly attitude towards all team members
• Handles difficult situations calmly and with confidence
• Displays empathy for our technology users and their day-to-day challenges
• Maintains good organization and follows each user service issue through to completion
• Productively fills down-time to improve our technology infrastructure and our organization
• Proactively makes suggestions for solutions to our most recurring user requests and technology service issues
• Improves customer service, perception, and satisfaction
• Other duties as assigned

Requirements :

Why Work for Aqueity?