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Analyst (Tier I) - End User Engineering (Help Desk)

3 months ago

Chicago, Illinois, United States RKON Full time

Analyst (Tier 1), End User Engineering
About us: RKON is an ISO27001 and AICPA SOC 2 Type II certified company that specializes in providing IT migration and transformation services for the Mergers and Acquisitions market. RKON was recently recognized as one of the 100 best places to work in IT, highlighting our competitive advantage of empowering thought leaders and providing cutting-edge solutions for the fast-paced industry of Private RKON is looking for ambitious professionals to join our award-winning team. We have a proven track record for finding and developing top talent with people that believe they can achieve something greater. We also pride ourselves on fostering an environment where initiative, creative thinking, and collaboration are encouraged and rewarded—a key reason for the extraordinary level of service we deliver to our customers. Join the team responsible for securing RKON's Microsoft Gold Partnership status and helping RKON attain a spot in the Top 100 Microsoft Partners.
About the position: We are pursuing IT Help Desk (Analyst, End User Engineering) professionals who are looking to elevate their career. This role will provide the opportunity to get hands on experience with the latest bleeding edge technologies. RKON provides an almost limitless potential for upward mobility in the fields of security, networking, and virtualization. Our Help Desk is viewed as a training program for these verticals. The ideal candidate will a strong desire to pursue a career in IT. Our End User Engineering professionals are expected to provide high quality end user support with a strong background in PC support (windows/Mac) and proven experience with Microsoft 365 and Teams. Must possess above average customer service, organizational, verbal and written skills. The goal of End User Engineering is to provide advice, guidance, and the rapid restoration of normal services to customer and users.
Responsibilities Include:

  • Provides world class customer service by acting as a customer advocate with a focus on setting a positive and supportive tone with end users.
  • Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance.
  • Accepts support requests via multiple contact methods (phone, ticket (email/portal), chat, etc.
  • Provides Level 1 and 2 support for incidents (problem/issues) or service requests related to hardware, software, mobile devices and network connectivity.
  • Updates ticket notes and customer communications in a timely / accurate fashion.
  • Troubleshoots and resolves incidents and/or escalate as required with support vendors and RKON senior support engineers.
  • Fulfills IT related requests per defined processes including computer deployment/staging activities.
  • Perform incident triage and resolution including updating related fields such as priority, category, and other tracking/reporting data.
  • Facilitates workflows and queue management of tickets/service requests to meet or exceed defined service level expectations and other performance indicators.
  • References, follows and provides feedback on documented knowledge articles to provide consistent solutions.
  • Works within Microsoft 365 and on prem Active Directory – access management, mailbox management, computer/device management.
  • Provides support for Microsoft office applications across operating systems and web/desktop versions including basic "how to" questions.
  • Support mobile device configuration, mobile device management (MDM), provisioning, and support.
  • Perform access management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets.
  • Completes assigned administrative/client projects (i.e. testing and other project related tasks).
  • Other duties as assigned.

Required Technical and Professional Expertise

  • A desire to pursue a long-term career in IT, and a strong customer service background.
  • Excellent teamwork, communications and interpersonal skills
  • Professional verbal/telephone and written communication techniques demonstrating strong customer service skills and attention to detail
  • Effective cross-cultural communication skills
  • Ability to be punctual, reliable and work varied schedules to contribute to 24/7/365 support environment including day/evening/night shifts
  • Demonstrate excellent multi-tasking and time management skills and ability to work under pressure and meet scheduled obligations with minimal supervision
  • Demonstrate strong problem solving/analytical skills to determine next steps
  • Basic Microsoft Windows and MacOS skills, ability to triage hardware and OS/software issues Follows company standard hardware and software configurations
  • MS Office (Teams, Outlook, Word, PowerPoint, Excel) working knowledge is required
  • General understanding of security threats such as phishing and malware
  • Willing and able to learn and adapt to change

Preferred Technical and Professional Expertise

  • One to two years in a Help Desk/IT Support related role
  • Microsoft account and mailbox administrative tasks
  • Familiarity with enterprise systems (server, backup, active directory) and network switches/firewalls
  • ITIL knowledge or other IT certifications

Education Requirements:

  • High school diploma

Training Requirements After Joining RKON:

  • RKON EUE University - internal training program (within 3 months)
  • Knowledge Centered Service (KCS) v6 Fundamentals certification (within 6 months)
  • HDI Support Center Analyst certification (within 6 months)
  • MS-900 Microsoft 365 Fundamentals (within 9 months)
  • Hardware vendor training/certifications, as required