Help Desk Support Technician

  • location: Chicago, IL
  • type: Contract
  • salary: $20 per hour
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job description

Help Desk Support Technician

job summary:
Primary Responsibilities:

Strong Help Desk Analyst experience who is looking to spend some time learning the Tier 2 Desk side role.

The Service Desk Analyst provides support for basic incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and escalation/resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Analyst is responsible for collecting information through a customer conversation via phone/email/chat, accessing support tools, KB articles and additional support staff if needed. The Service Desk Analyst is expected to provide the highest level of customer service during the entire customer interaction and work to resolve incidents in a timely manner.

DUTIES INCLUDE BUT ARE NOT LIMITED TO:

  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Identifies and uses the appropriate priority levels for logging incidents and requests to set criticality level and to engage the proper team(s) for resolution.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Documents resolutions and updates self-help and staff knowledge bases.
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Provides after hours and on-call support as needed.
  • Performs other duties as assigned
Specific Client Job Responsibilities:

  • Provisions, maintains, and removes security privileges for users of client applications and systems.
  • Provides Tier 1 support for off the shelf, business applications as well as proprietary applications used by the customer(s).
  • Works with members of the Customer's teams and other workgroups within IT on projects and initiatives as needed.
  • Tier 2 responding and supporting service desk and deskside support (executive PC, telecom issues, beyond basic PC support, imaging machines, warranty replacement.
  • Excellent communications skills and ability to support C-level (white glove)
  • Identifies, maintains, troubleshoots and resolves Level 1 and Level 2 problems for users of the computing devices, end-user applications, smartphones and other technology-related devices in alignment with SLA guidelines.
  • Maintains excellent communications and follow-up with users, customers, co-workers, hardware and technical support personnel and management within the timelines defined in SLA guidelines.
  • Manages tickets in the Ivanti IT ticketing system; records ticket resolution activities in detail.
  • Monitors IT ticketing system frequently for arrival of new desktop computing tickets. Coordinates with IT Manager to prioritize and effectively resolve tickets.
  • Sets up and configures desktop hardware, software and peripherals.
  • Coordinates timely repair of computing equipment and peripherals covered by vendor maintenance agreements.
  • Performs desktop hardware repair of computing equipment and peripherals that are not covered by vendor maintenance agreements.
Required:

  • Demonstrates ability and desire to learn Business and/or Production specific applications, technology, and terminology.
  • Demonstrated ability to learn customer support processes and techniques.
  • Strong analytical skills.
  • Ability to solve problems.
  • Customer Service Centric (Personable, Enjoys helping others)
  • Works as part of a Team
Preferred:

  • Competency in call center tracking tools
  • Prior experience supporting customers in use of application software.
  • Proficiency in using support software tools.
  • Customer service orientation and/or prior customer service training.
  • Strong understanding of general, security-related procedures.
  • 1 to 2 years Level One support in an Enterprise environment
 
location: Chicago, Illinois
job type: Contract
work hours: 8am to 5pm
education: Associates
 
responsibilities:
DUTIES INCLUDE BUT ARE NOT LIMITED TO:

  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Identifies and uses the appropriate priority levels for logging incidents and requests to set criticality level and to engage the proper team(s) for resolution.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
  • Documents resolutions and updates self-help and staff knowledge bases.
  • Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
  • Provides after hours and on-call support as needed.
  • Performs other duties as assigned
 
qualifications:
  • Competency in call center tracking tools
  • Prior experience supporting customers in use of application software.
  • Proficiency in using support software tools.
  • Customer service orientation and/or prior customer service training.
  • Strong understanding of general, security-related procedures.
  • 1 to 2 years Level One support in an Enterprise environment
 
skills: Required:

  • Demonstrates ability and desire to learn Business and/or Production specific applications, technology, and terminology.
  • Demonstrated ability to learn customer support processes and techniques.
  • Strong analytical skills.
  • Ability to solve problems.
  • Customer Service Centric (Personable, Enjoys helping others)
  • Works as part of a Team

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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