Advanced Help Desk Agent

1 week ago


Schaumburg, Illinois, United States Connection Full time

**About the Role:**

We are seeking an experienced Advanced Help Desk Agent to join our team at Connection. As an Advanced Help Desk Agent, you will be responsible for providing technical support to our customers by resolving complex hardware and software issues.

The ideal candidate will have extensive knowledge of software, hardware, network, and peripheral support, as well as advanced knowledge in administrative tasks on workstations. Additionally, the candidate should have a strong understanding of Active Directory administration, including account unlock, password reset, adding/removing users, OUs, memberships.

The successful candidate will also possess proficiency in troubleshooting general Windows 7-10 issues, as well as advanced knowledge in MS Office suite 2010-o365. Familiarity with Citrix receiver and Citrix server functionality is also required.

In this role, you will work under minimal supervision of the Help Desk Team Lead, providing support to end-users by handling incidents and requests that have been escalated from Level 1. You will be responsible for administrative level tasks such as IMAC, on-boarding/off-boarding, installing/uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows/application support, and advanced knowledge in hardware support.

**Key Responsibilities:

  • Resolve advanced technical hardware and software issues
  • Provide resolutions to issues escalated by Level 1
  • Advanced knowledge in administrative tasks on workstations
  • Extensive knowledge in software, hardware, network, and peripheral support

**Qualifications:

  • Advanced Microsoft Office skills to include creating presentations, creating documents in Word to included advanced formatting, creating spreadsheets to include the use of macros
  • Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, LAN/WAN/Router/Firewall architecture and configuration, VPN software, and supporting remote users
  • Understanding of Active Directory administration including account unlock, password reset, adding/removing users, OUs, memberships
  • Proficient with troubleshooting general Windows 7-10 issues
  • Advanced knowledge in MS Office suite 2010-o365
  • Familiarity with Citrix receiver and Citrix server functionality

**Salary Range:** $60,000 - $80,000 per year, depending on experience


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