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 β 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