Help Desk Support Specialist

Help Desk Support Specialist

Location: Schaumburg (Hybrid, initially 4 days onsite for initial onboarding and then down to 3 which will be Tuesday, Wednesday and Thursdays)

Job Type: contract

Summary

The Helpdesk Support Specialist will provide critical software and hardware support services to company employees and contractors to ensure maximum uptime and access to applications and client data. Support will be performed in-person, remotely and via phone. This person will manage their work in a ticketing system to track issues and see that issues are resolved within defined SLA’s.

Role and Responsibilities

• Respond to incoming phone, email or web reported technical issues from internal and external users related to application, network, infrastructure or hardware.
• Provide support to local and remote employees and external clients for a suite of proprietary and custom software applications.
• Identify severity and impact and documents details in the Help Desk call tracking system
• Diagnose, troubleshoot and attempt to resolve issues within identified service level agreements.
• Perform system monitoring to ensure service level agreements are met and alerts appropriate IT staff and management of any downtime or missed SLAs
• Work in partnership with all IT teams to find solutions, and/or escalate issues to appropriate IT groups for resolution
• Communicate status and updates to end users in a timely and consistent manner Proactively identify and recommend enhancements to the overall IT infrastructure
• Set priorities for open issues and escalate issues to the correct department for resolution
• Follow through with closure of user issues, learn new and existing hardware and software products, recreate problems locally using varying combinations of hardware and software creates and document workarounds.
• Perform basic printer support and network connectivity troubleshooting.
• Perform software installation processes and provide support for multiple operating systems (Microsoft, MAC, and Linux)
• Assist in User Acceptance Testing on new releases.
• Participate in projects including testing phases of changing hardware and software standards.
• Provide new employee and ongoing training for end users.
• Configure and troubleshoot devices, drivers, local and network printers.
• May require limited travel offsite
• Ability to work after hours and weekends if needed

Qualifications and Education Requirements

• Two-year degree or an equivalent level of advanced competence obtained through experience, education and/or training, preferred.
• High school diploma or equivalent required.
• 2 years specific experience in applications and computer troubleshooting support and/or 2 years of customer service experience in a 24/7 technical/production environment.
• Prior experience in using ticket-tracking applications.
• Understanding of Audio Visual/video conferencing concepts and equipment.

Skills

• Basic Microsoft Active Directory experience.
• Network TCP / DNS / DHCP
• Basic Microsoft SCCM/WSUS/WDS experience.
• Office 365 platform support experience strongly preferred
• Clear written and verbal communication skills
• Ability to work multiple tasks with multiple teams simultaneously, with minimal oversight
• Ability to work independently or within a team environment
• Strong attention to detail
• Willingness to explain and enforce procedures independent of potential schedule constraints
• Punctual and regular attendance
• Energetic, positive attitude, self-starter with good follow-through, flexible and adaptable to changing priorities
• Ability to establish and maintain effective working relations with staff and outside contacts
• Professional demeanour in appearance and behaviour
• Values should be consistent with the company values: Providing superior customer service, acting with integrity, adding value, and teamwork
• Experience with SSO (Okta)
• White glove experience
• Jira / Asset Inventory Management
• Intune / MDM knowledge (Apple & Android environments)