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Technical Support Specialist

2 months ago

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

IDR, Inc. is in search of a Help Desk Analyst for a Hybrid Position with one of our esteemed clients. This role offers an excellent opportunity to become part of a large organization that fosters a collaborative and growth-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 swift resolution of incidents and efficient handling of requests. Your daily activities will encompass:

  • Providing remote assistance via phone, utilizing remote desktop tools.
  • Assisting personnel with the setup, configuration, and troubleshooting of computer hardware.
  • Supporting 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 user documentation.

Required Skills:

  • 1-2+ years of experience in an IT Service Desk or Help Desk Analyst role.
  • 1+ years of experience with Azure Active Directory, Microsoft Exchange, SharePoint, Teams, and basic network troubleshooting.
  • 1+ years of experience with Intune for Endpoint Services/Management (Windows or Mac).
  • Experience providing remote support for both Mac and Windows systems.
  • Proficiency in troubleshooting for Mac and Windows users over the phone.
  • Experience resolving issues 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 team-oriented culture.

Why Choose IDR?

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