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Technical Support Specialist

2 months ago

Bloomington, Illinois, United States IDR, Inc. Full time

IDR, Inc. is currently seeking a Help Desk Analyst for a Hybrid Position with one of our esteemed clients. This role offers an excellent opportunity to be part of a dynamic and expanding team-oriented environment.

Position Overview & Responsibilities:

As a Help Desk Analyst, your primary responsibility will be to deliver outstanding customer service at the service desk, ensuring prompt resolution of incidents and efficient request fulfillment. Your daily activities will encompass:

  • Providing remote assistance via phone using remote desktop tools.
  • Supporting employees with the installation, configuration, and troubleshooting of computer hardware.
  • Assisting with desktop software for corporate laptops.
  • Organizing and managing support tickets effectively.
  • Independently diagnosing and resolving technical issues.
  • Overseeing the onboarding and offboarding processes, including user account management and application access.
  • Documenting and resolving tickets in a timely manner.
  • Collaborating with vendor support for technical challenges.
  • Creating and maintaining internal IT knowledge base articles and end-user documentation.

Required Skills:

  • 1-2+ years of experience in an IT Service Desk or Help Desk Analyst capacity.
  • 1+ years of experience with Azure Active Directory, Microsoft Exchange, SharePoint, Teams, and fundamental network troubleshooting.
  • 1+ years of experience with Intune for Endpoint Services/Management (Windows or Mac).
  • Proficiency in providing remote support for both Mac and Windows systems.
  • Experience in troubleshooting issues for Mac and Windows users over the phone.
  • Familiarity with Microsoft Office applications and managing Office 365 accounts.

Benefits:

  • Competitive compensation package.
  • Comprehensive benefits including Medical, Vision, Dental, and more.
  • Opportunity to work with a leading organization in the industry.
  • A supportive and collaborative team culture.

Why Choose IDR?

  • Over 20 years of proven industry experience across four major markets.
  • Employee Stock Ownership Program.
  • A dedicated Engagement Manager focused on your success.
  • Medical, Dental, Vision, and Life Insurance coverage.
  • Recognized as ClearlyRated's Best of Staffing Client and Talent Award winner for ten consecutive years.