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Help Desk Administrator II

CHICAGO-60601, IL, US
06/27/2019

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Required Skills

troubleshooting skills

Company

Infinity Consulting Solutions, Inc

Experience

Job Description

Job Summary

Position provides system support activities and serves as tier 2 point of contact for troubleshooting, triaging, and managing hardware, software, network and audio-visual equipment problems.

Provides high-level customer experience and technical support on-site, remotely, over the phone, or via email.

Resolves support issues in a prompt and professional manner.

Accountable for the Incident Management Process, which includes identifying, logging, categorizing, prioritizing and responding to helpdesk service requests.

Appropriately routes issues to next level of support personnel.

Responsible for the inventory, maintenance, and repair of all company-owned laptops, printers, VoIP telephony devices, mobile devices, and audio-visual equipment.

Keeps up-to-date with new Information Resource provided products and services.

Supports the rollout of implemented products and services.

Responsible for the development, implementation and maintenance of standard operation procedures for helpdesk activities.

Works with Operations Incident Response Team in creating and implementing incident response procedures.

Identifies, analyzes and interprets trends and/or patterns in helpdesk tickets.

Presents analysis for standard operating procedure and process improvement.

Participates and/or facilitates helpdesk meetings with Infrastructure team.

Supports Helpdesk Administrator I staff by providing feedback and guidance on helpdesk procedures and workflow management.

Acts as intermediary by collaborating with other Infrastructure Team members to resolve issues.

Reports on helpdesk service request status and distributes workload as needed.

Responsible for the IT portion of user onboarding, which includes user access, software installations and laptop, office phone, and mobile device deployment.

Performs other duties as assigned.

Job Requirements

Bachelor's degree with three to five years of professional and technical relevant experience; or equivalent amount of training and experience is required.

Industry and vendor training and/or certifications desired.

General training required (can be OJT or classroom) – installation, maintenance, and troubleshooting of computer hardware and software, networking, security, VoIP
telecommunications, Cisco IP Telephony, Certified Helpdesk Technician.

Advanced troubleshooting skills with Microsoft, Cisco and Apple products, services and technologies.

Knowledge of server platforms considered an asset.

Maintains advanced technical understanding of technology, including various hardware, software, networking and audio-visual technologies

Strong attention to detail.

Excellent organizational skills. Ability to handle multiple projects simultaneously.

Excellent oral and written communication, presentation, technical, customer service, problem solving, analytical and critical thinking skills are essential.

Ability to work independently to resolve client issues and collectively in a fast-paced environment to establish a positive working rapport with all stakeholders.

Ability to work on multiple assignments in a team environment. Attention to detail, multi-tasking, process mapping, and flexibility in activities is imperative.

Ability to summarize and communicate complex technical information.