Associate Help Desk Specialist- Day

3 months ago

Chicago, United States Cinter Career Full time
Job DescriptionJob Description

We are seeking a "Associate Help Desk Specialist " in Chicago, IL.
This position is for an IT consulting company.
On-site location: Chicago downtown

There will be 3 shifts you will be working. (Schedule will be fixed 2weeks advance- 4weeks before holiday season)
1st shift:  6AM-3PM
2nd shift: 4PM-12AM
3rd shift: 12AM-8AM
2-3 days/week for 1st shift
*Up to 30 days/year for 2nd & 3rd shift
Occasional shift change is expected.
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)

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