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Help Desk Associate

CHICAGO-60605, IL, US
07/09/2018

-

Required Skills

Microsoft based operating systems

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Help Desk Support Associate

The Help Desk Support Associate will provide first and second line technical support to internal staff.

The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff's IT problems, which may range from straightforward to more complicated technical issues.

There is also a range of administration duties within this role.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries

Receiving, logging and managing calls from internal staff via telephone and email

Maintaining an Asset Database and track changes
1st and 2nd line support - troubleshooting of IT related problems from software to
hardware, such Laptops, PCs, iPads, smartphones (iPhone, Android, Blackberry) and
Printers

Troubleshoot basic network connectivity issues

Perform PC re-images using Ghost

Escalate unresolved calls to the infrastructure support team

Log all interactions in the Help Desk ticketing system

Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner

Maintain a high degree of customer service for all support queries and adhere to all service management principles

Provide stats for the weekly Help Desk report on call trends

Publishing support documentation to assist staff with requests for information & provide staff training if required

Basic Active Directory knowledge. Creating/maintaining user accounts, reset passwords, create groups etc.

Arranging for external technical support where problems cannot be resolved in-house

QUALIFICATIONS

Incident Management experience – Managing incidents including business expectations and communication

Basic User & Security Group Active Directory administration

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Office 2010 and Office 365

Experience with using and troubleshooting Outlook 2010 within a network environment (permissions,calendar sharing, delegation)

Self-motivated achiever who gains satisfaction from providing excellent customer service

Excellent communication skills and telephone manner.

Excellent organizational skills

EDUCATION and/or EXPERIENCE

High School diploma or GED. College degree preferred.

2 years previous IT Help Desk and/or Call Center experience required