Associate Help Desk Specialist

Summary

The job is for an Associate Help Desk Specialist in Chicago, IL, for an IT consulting company. The role involves working on-site and traveling occasionally to other cities. The work schedule includes three shifts, with the first shift being 2-3 days a week, and up to 30 days a year for the second and third shifts. The job requires strong technical skills in various areas of IT support.

Requirements

• Education: Information Technology (Associate) degree or equivalent job experience
• Experience At least 3-5 years experience with PC and Application Support
• Strong knowledge of Microsoft Windows
• Use of Active Directory Users and Computers
• Experience working in a Virtualized environment; preferably VMWare
• Strong PC hardware troubleshooting skills
• Strong problem troubleshooting skills. Able to research, diagnose, and resolve complex issues
• Strong organizational skills
• Familiarity with Android and iOS Operating systems for Mobile devices
• Detail orientation – needed to complete long or detailed tasks
• Scripting Ability Helpful
• Helpful: Cisco Telephony (Call Manager, Voicemail, etc.)
• Ability to multitask several ongoing issues. This involves the ability to assess priority and make appropriate decisions quickly and effectively
• Excellent written and verbal communication skills
• Ability to demonstrate processes, and tasks to end-users
• Must work well in a high-pressure environment and keep cool under stress
• Willing to travel within the US (a few times a year)

Responsibilities

• Prioritize service requests and assign support tickets as appropriate
• Support, coach, and train end-users as well as IT colleagues
• Linking pin to specialists at 2nd level support, operations, suppliers, etc
• Create and update work instructions processes, guidelines & knowledge base articles
• Install and deliver IT hardware, repair equipment, and maintain inventory of spares
• Communicate with different departments and liaise between end-users and IT colleagues
• Recognize incidents patterns and drive root cause analysis and corrective action completion to help eliminate disruption of services
• Provide phone and hands-on support to Client employees
• Troubleshooting and identifying network & server related problems for hands-off