IT Help Desk

2 months ago

Chicago, Illinois, United States RKON Full time
Eager to Join Our Team as a Help Desk Analyst?

Join RKON's vibrant environment where dedication and commitment are highly valued. With a history dating back to 1998, our company has a fast-paced culture that adapts to the ever-changing IT industry landscape. Recognized by Crain's Fast Fifty, CRN Fast Growth 150, and Inc. 5000 for our substantial growth, RKON invests in employees through comprehensive benefits, development opportunities, and a wellness program. Embrace the chance to be part of a casual and family-friendly workplace environment.

Position Overview:

Are you a driven IT Help Desk (End User Engineer) professional seeking career growth? This role offers hands-on experience with cutting-edge technologies. RKON opens doors for advancement in security, networking, and virtualization fields. Our Help Desk serves as a valuable training ground for these specialized areas.

The ideal candidate will exhibit a strong passion for IT career development. Help Desk professionals are tasked with delivering top-notch end user support, showcasing expertise in PC support (Windows/Mac) and proficiency in Microsoft Office 365. Essential skills include superior customer service, organization, and communication abilities.

Main Responsibilities:
  • Deliver exceptional customer service, fostering a positive and supportive environment for end users
  • Respond promptly to tickets and alerts to ensure optimal service availability and performance
  • Offer Level 1 and 2 support for incidents and service requests related to hardware, software, mobile devices, and network connectivity
  • Maintain accurate and timely records of ticket and status information
  • Troubleshoot and resolve incidents, escalating when necessary, and collaborating with support vendors and RKON senior support engineers
  • Aid in ticket/service request resolution while meeting or exceeding service level expectations
  • Create and update precise documentation to ensure consistent solutions
  • Assist level 2 systems and network security teams with various tasks such as server builds, firewall updates, and system backups
  • Execute assigned administrative projects and other delegated duties
Requirements:
  • Long-term commitment to an IT career and extensive customer service experience
  • Preferably one to two years of Help Desk-related background
  • Strong teamwork, communication, and interpersonal skills
  • Basic knowledge of Active Directory
  • Professional telephone etiquette with exceptional customer service capabilities and attention to detail
  • Excellent multitasking abilities with the capacity to handle multiple tasks concurrently
  • Hardware and software support for desktops, laptops, and printers
  • Adherence to company hardware and software standards
  • Proficiency in MS Office tools (Word, PowerPoint, Excel) is a must
  • Preference for ITIL knowledge or other relevant IT certifications
  • Punctuality and flexibility with varying schedules, including night and weekend coverage
  • Understanding of enterprise systems (servers, backups, active directory) and network equipment is advantageous
Job Type: Full-time

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