We are seeking a “Associate Help Desk Specialist ” in Chicago, IL.
This position is for an IT consulting company.
On-site location: Chicago downtown
There will be 3 shifts you will be working. (Schedule will be fixed 2weeks advance- 4weeks before holiday season)
1st shift: 6AM-3PM
2nd shift: 4PM-12AM
3rd shift: 12AM-8AM
2-3 days/week for 1st shift
Up to 30 days/year for 2nd & 3rd shift
Occasional shift change is expected.
Requested for travelling to Washington DC, Boston, or Atlanta (1-2 times a month)
[Duties and Tasks]
include, but are not limited to support/management/installation of the following:
Applications: Experience with common Enterprise Software (Microsoft Office Suite, VMWare, Adobe Products, Various Browsers, Antivirus, Patching Laptops, etc.)
Hardware: Experience troubleshooting and replacing PCs, VMWare and HP thin Clients, and components
Mobile Devices: Familiarity working with Android or iOS operating systems to assist users with Enterprise… applications such as Email, remote access, etc.
Operations Monitoring: Comfortable following documented procedures, escalating appropriately as necessary; Able to document needed changes and updates in procedures, and raise needed changes as appropriate; Able to appropriately escalate issues for resolution
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 in English
Visibility: Requires that onsite issues be addressed in person, in a professional, personable and efficient manner
Scheduling Flexibility: This role needs occasional weekend work
[IT Service Desk Responsibilities]
Prioritize service requests and assign support tickets as appropriate
Support, coach, and train end-users as well as IT colleagues
Other duties as assigned by management
Linking pin to specialists at 2nd level support, operations, suppliers, etc.
Create and update work instructions processes, guidelines & knowledge base articles
[Essential Functions]
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
[Required Qualifications]
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