We are seeking a Associate Help Desk Specialist in Chicago, IL.This position is for an IT consulting company.On-site location: Chicago downtownThere will be 3 shifts you will be working. (Schedule will be fixed 2weeks advance- 4weeks before holiday season)1st shift: 6AM-3PM2nd shift: 4PM-12AM3rd shift: 12AM-8AM2-3 days/week for 1st shift*Up to 54 days/year for 2nd & 3rd shiftOccasional shift change is expected.May be 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)