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Help Desk Analyst

Company: Connection
Location: Schaumburg
Posted on: June 4, 2021

Job Description:

Introduction

Grow Your Career at Connection 

Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.

Overview

We have a wonderful opportunity for a LONG-TERM Help Desk Analyst/WIN 10. This position would start remote and then eventually be in-office in our Schaumburg office. Hours are Monday-Friday 8am to 5pm. Don't wait, this opportunity will go fast...email your resume to Lauren at lauren.mooney@connection.com to learn more!

Responsibilities

The Help Desk Agent works under direct supervision of the Help Desk Team Lead selecting from a variety of established procedures along with verbal and written instructions. This will be a dedicated position for a customer migrating all of their devices over to Windows 10. As the first point of contact, the Help Desk Agent assists users by calling the end-users at scheduled times to walk them through the migration process. While providing the highest level of customer service, the Help Desk Agent needs to adhere to their scheduled timeslots, track all information in our ticketing system, use a migration guide as a reference, and utilize their expertise to resolve any issues they may come across. The Help Desk Agent escalates unresolved problems/issues/requests to the proper level 2 and 3 support team. Troubleshoots basic end-user issues on various software applications, hardware, network, and telecommunications systems and provides basic desktop support. Must possess strong communication skills as well as verbal and written skills.

50% of Time - External Help Desk:

  • Responds to requests for technical assistance via phone and electronically
  • Advises caller on appropriate action
  • Logs all help desk interactions
  • Follows standard help desk procedures

30% of Time - Technical Resolutions:

  • Diagnoses and resolves technical hardware and software issues
  • Researches questions using available information resources
  • Administers help desk software

15% of Time - Technical Knowledge Maintenance:

  • Stays current with system information, changes, and updates
  • Becomes familiar with each client and their respective applications.
  • Learns fundamental operations of commonly used software, hardware, and other equipment

Requirements

Experience:

  • Certifications, Licenses, or Registrations required, if any: Certification or equivalent work experience to prepare for CompTia A+ or Network+ certification; certs required within 12 months of hire
  • Minimum of 2 years experience in Information Technology, including previous computer technical support roles and at least 1 year in a help desk environment
  • Minimum years of career experience to qualify for role: 2
  • Total years of career experience to be fully proficient: 4

Technology:

  • Advanced working knowledge of Windows 7 and Windows 10. Support will be dedicated to assisting those migrating from one operating system to the next. There will need to be in-depth knowledge as to where everything is located within Windows 10 and the web/cloud-based applications the customer will be using including o365.
  • Basic computer knowledge with ability to operate keyboard for data entry. Type 40wpm
  • Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
  • Understanding of Active Directory to unlock and reset password
  • Proficient with troubleshooting all Windows Operating systems
  • Ability to troubleshoot and resolve email issues, specifically MS o365 Suite
  • Support commonly used software, hardware, and other equipment
  • Support back-office hardware, printers, software, Web Applications, and other networks
  • Familiarity with the fundamental principles of ITIL/SLA
  • Knowledge in multiple ticketing systems including Service Now, Samanage, Manage Engine

Business:

  • Attention to detail in composing, keying, and proofing professional business materials
  • Customer-oriented with ability to listen to and anticipate needs of the customer
  • Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.
  • Creative with ability to think around problems and come up with creative solutions
  • Takes ownership and responsibility of issues from start through to a successful resolution
  • Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
  • Good phone skills with ability to provide technical support over the phone in a professional manner

Other Behavioral Competencies:

  • Adaptable with ability to switch tasks based on shifting priorities
  • Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
  • Excellent verbal and written communication skills
  • Judgment with ability to formulate opinions, compare and decide with good sense
  • Interpersonal skills with ability to work well with all levels of the organization
  • Good listening skills with ability to receive information completely and understand what is being said
  • Friendly presence and helpful attitude

Additional Preferred Qualifications, if any:

  • Previous customer service experience strongly desired.

Keywords: Connection, Schaumburg , Help Desk Analyst, Other , Schaumburg, Illinois

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