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IT Help Desk Support Analyst

2 months ago

Lombard, Illinois, United States Aqueity Inc. Full time

Aqueity is looking for a skilled IT Help Desk Support Analyst to join their team. If you have a true passion for technology and enjoy problem solving, this might be the perfect opportunity for you. Take a look at the responsibilities and requirements below:

Responsibilities:

  • Provides IT Support for 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
  • Implements and supports remote access solutions: VPN, remote services, and Citrix
  • Monitors system alerts and notifications, and responds accordingly through service tickets
  • Documents and tracks information supporting accurate ticket reporting for the Service Desk
  • Resolves service requests during the first phone call whenever possible
  • Communicates effectively with customers, keeping them informed of incident progress and changes
  • Walks users through issue resolution steps patiently
  • Identifies and recommends efficient solutions for customer requests
  • Answers inquiries within response time goals
  • Documents support processes and knowledge base articles for recurring issues
  • Works effectively in a team setting and communicates well
  • Handles difficult situations calmly and with confidence
  • Shows empathy towards technology users and their challenges
  • Follows through on all user service issues to completion
  • Utilizes downtime to enhance technology infrastructure and organization
  • Suggests solutions for recurring user requests and technology service issues
  • Enhances customer service, perception, and satisfaction
  • Other duties as assigned

Requirements:

  • Minimum high school diploma and 2+ years' experience in end user technical support
  • 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 with IT managed services or IT consulting preferred
  • Experience with ConnectWise and/or Kaseya is a plus
  • Relevant certifications preferred (e.g. CompTIA A+, Microsoft MTA/MCSA)
  • Strong verbal/written communication skills
  • Ability to solve technical issues and think creatively
  • Ability to multitask and adapt quickly
  • Technical awareness and troubleshooting skills
  • Typing skills for accurate service request entry
  • Self-motivated and able to work in a fast-paced environment
  • Team player with effective communication skills
  • Active drivers' license with auto insurance
  • Ability to lift computer equipment

Why Work for Aqueity?

  • Competitive salary range: $45-60k depending on experience
  • Bonus program
  • Excellent healthcare benefits
  • Company-paid insurance and retirement savings match
  • Ongoing training and development
  • Paid Time Off program
  • Inclusive and collaborative work environment
  • Business casual dress code
  • Company events and fun work culture
  • Opportunity to learn and grow in IT
  • Great team members