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Help Desk Analyst; 2nd Shift

Company: PC Connection
Location: Schaumburg
Posted on: November 13, 2020

Job Description:

Job Title Help Desk Analyst; 2nd Shift State Illinois Description Are you looking for an amazing opportunity? Do you want to be a part of the ever-growing IT world? Don't hesitate and apply today! Resumes can be sent to . This is a 2nd shift role. JOB SUMMARY 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. As the first point of contact, the Help Desk Agent assists users who call our external Help Desk. While providing the highest level of customer service, the Help Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve Level1 requests in a timely fashion. The Help Desk Agent escalates unresolved problem/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. % OF TIME ESSENTIAL JOB FUNCTIONS 50% External Help Desk Responds to requests for technical assistance in person, via phone, and electronically Advises caller on appropriate action Logs all help desk interactions Follows standard help desk procedures 30% Technical Resolutions Diagnoses and resolves technical hardware and software issues Researches questions using available information resources Administers help desk software 15% 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. 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 an 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 Connection and all of its subsidiary companies are committed to equal opportunity and proud to be affirmative action employers. All qualified applicants will receive consideration for employment, without regard to race, sex (including pregnancy), color, religion, age, national origin, ancestry, physical or mental disability status, medical condition, sexual orientation, marital status, protected veteran status, and all other characteristics protected by applicable state and federal law. Requirements Requirements: Technology Basic working knowledge of Microsoft Office Suite with ability to create a document or simple spreadsheet. 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 Outlook 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 HR Use Only

Keywords: PC Connection, Schaumburg , Help Desk Analyst; 2nd Shift, Professions , Schaumburg, Illinois

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