IT Help Desk Support Analyst

2 months ago

Lombard, United States Aqueity Inc. Full time

Aqueity is looking for a skilled IT Help Desk Support Analyst, who is responsible for handling service requests for our clients requiring IT support. The Help Desk Support Specialist will work on-site in Lombard, IL, with our service delivery team to support and triage incoming issues on the following technologies: workstations, printers, servers, networks, and vendor-specific hardware/software. The ideal candidate has a true passion for technology and learning, enjoys problem solving, and has excellent customer service skills. 
Responsibilities:

  • Provides IT Support relating to technical issues involving Microsoft’s core business applications, operating systems, and cloud services
  • Supports disaster recovery solutions
  • Provides technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Provides basic remote access solution implementation and support: VPN, remote services, and Citrix
  • Monitors the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • Triages and classifies incoming service requests by gathering information from clients and computer systems
  • Documents and tracks all required information supporting accurate ticket reporting for the Service Desk
  • Resolves service requests during the first phone call if possible, and escalates service requests to other resources as needed
  • Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Displays an ability to patiently walk a user through the steps needed to address the issue
  • Fast turnaround of customer requests - quickly and correctly identifies the user's issue or problem, recommending the most efficient solution to address the issue
  • Answers all web-based inquiries and phone calls within the response time goals for the Service Desk
  • Documents basic support processes and knowledge base articles for recurring issues as needed, and escalates identified recurring issues to next level support engineers
  • Ability to work in a team and communicate effectively - maintains a positive and friendly attitude towards all team members
  • Handles difficult situations calmly and with confidence
  • Displays empathy for our technology users and their day-to-day challenges
  • Maintains good organization and follows each user service issue through to completion
  • Productively fills down-time to improve our technology infrastructure and our organization
  • Proactively makes suggestions for solutions to our most recurring user requests and technology service issues
  • Improves customer service, perception, and satisfaction
  • Other duties as assigned

Requirements:

  • Minimum high school diploma and 2+ years’ experience in end user technical support role in a related technical support discipline, or equivalent combination of education and experience
  • Relevant experience in a technical support role, creating help tickets and handling end user support
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Experience working with an IT managed services provider or IT consulting firm strongly preferred
  • Experience with ConnectWise and/or Kaseya preferred
  • Certifications preferred (e.g. CompTIA A+, Microsoft MTA/MCSA, etc.)
  • Strong verbal/written communication skills including telephony skills, active listening, and customer-care, and detailed documentation skills
  • Ability to translate "IT" speak for the customer and create tangible action items
  • Strong problem solving and diagnosis skills of technical issues, ability to "think outside the box"
  • Ability to multi-task and adapt to changes quickly while managing competing priorities
  • Technical awareness: ability to match resources to technical issues appropriately
  • Understanding of various support tools, troubleshooting techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast-paced environment
  • Able to work in a team-oriented environment and communicate effectively
  • Current active drivers’ license with active auto insurance
  • Able to lift computer equipment, approx. 40lbs.


Why Work for Aqueity? 

  • Competitive salary: $45-60k depending on experience 
  • Bonus program
  • Excellent healthcare benefits (medical, dental and vision)
  • Company paid basic dental, life and AD&D, short/long term disability insurance
  • Retirement savings account employer match
  • Ongoing training and development
  • Paid Time Off program
  • In-office highly collaborative work environment, with partial remote work option
  • Business casual dress code
  • Quarterly company lunches
  • Fun work culture - on demand video games/foosball, team building events
  • The best coworkers you could ask for
  • Great place to learn and grow in IT

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