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IT Help Desk Support Analyst

4 months ago

Lombard, United States Aqueity 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 servicesSupports disaster recovery solutionsProvides technical support at the network level: WAN and LAN connectivity, routers, firewalls, and securityProvides basic remote access solution implementation and support: VPN, remote services, and CitrixMonitors the remote monitoring and management system alerts and notifications, and respond accordingly through service ticketsTriages and classifies incoming service requests by gathering information from clients and computer systemsDocuments and tracks all required information supporting accurate ticket reporting for the Service DeskResolves service requests during the first phone call if possible, and escalates service requests to other resources as neededCommunicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesDisplays an ability to patiently walk a user through the steps needed to address the issueFast turnaround of customer requests - quickly and correctly identifies the user's issue or problem, recommending the most efficient solution to address the issueAnswers all web-based inquiries and phone calls within the response time goals for the Service DeskDocuments basic support processes and knowledge base articles for recurring issues as needed, and escalates identified recurring issues to next level support engineersAbility to work in a team and communicate effectively - maintains a positive and friendly attitude towards all team membersHandles difficult situations calmly and with confidenceDisplays empathy for our technology users and their day-to-day challengesMaintains good organization and follows each user service issue through to completionProductively fills down-time to improve our technology infrastructure and our organizationProactively makes suggestions for solutions to our most recurring user requests and technology service issuesImproves customer service, perception, and satisfactionOther duties as assignedRequirements: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 experienceRelevant 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 systemsExperience working with an IT managed services provider or IT consulting firm strongly preferredExperience with ConnectWise and/or Kaseya preferredCertifications 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 skillsAbility to translate "IT" speak for the customer and create tangible action itemsStrong 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 prioritiesTechnical awareness: ability to match resources to technical issues appropriatelyUnderstanding of various support tools, troubleshooting techniques, and how technology is used to provide IT servicesTyping skills to ensure quick and accurate entry of service request detailsSelf-motivated with the ability to work in a fast-paced environmentAble to work in a team-oriented environment and communicate effectivelyCurrent active drivers' license with active auto insuranceAble to lift computer equipment, approx. 40lbs.Why Work for Aqueity? Competitive salary: $45-60k depending on experience Bonus programExcellent healthcare benefits (medical, dental and vision)Company paid basic dental, life and AD&D, short/long term disability insuranceRetirement savings account employer matchOngoing training and developmentPaid Time Off programIn-office highly collaborative work environment, with partial remote work optionBusiness casual dress codeQuarterly company lunchesFun work culture - on demand video games/foosball, team building eventsThe best coworkers you could ask forGreat place to learn and grow in IT