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Help Desk Technician Chicago
Ref No.: 18-00055
Location: Chicago, Illinois
Position Type:Right to Hire
Experience Level: 3 Years
Travel Required : No
Overtime Required : No
Shift : Monday through Friday 8 to 5

Essential Duties and Responsibilities:
Serve as initial point of contact for telephone and e-mail inquiries on the Firm's software applications, hardware, printers and remote technologies directed to the Information Technology department.
  • Patience, a positive customer service oriented attitude and the ability to work as a member of a team are required.
  • Ability to handle work that may require a high level of mental effort when performing a high volume of tasks and other essential duties.
  • Strong personal organization, time management, planning and project coordination.
  • Excellent problem-solving, communication and interpersonal skills are required.
  • Follow up on calls escalated to interdepartmental teams.
  • Provide onsite desktop support to users on a regular basis.
  • Respond to occasional after-hours/emergency support requests as needed.
  • Responsible for installing and maintaining all end user IT equipment. This includes personal computers, laptops, printers, electronic devices and the software that runs on these systems.
  • Maintain accurate records of all maintenance, inventory and security measures associated with the Firm's inventory.
It is expected that the Analyst will stay current with technological developments in software/hardware, systems and application support, as well as management and user support practices. This includes reading publications, participating in mail lists and on-line communities, attending conferences and workshops.

Knowledge, Skills, and Abilities Required:
  • Previous experience providing telephone based technical support and/or desk side technical support.
  • Ability to communicate technical subject matter to non-technical staff.
  • Proven track record of being detail oriented, with outstanding follow-through.
  • Strong knowledge of PC systems (desktop and laptop), as well as wireless devices, printer hardware, and Office 365.
  • Previous experience supporting mobile devices or with Mobile Device Management platforms.
  • Previous experience with entering and tracking tickets in an incident management system (Service Now).
  • Knowledge of VOIP technology telephone system a plus.
  • Previous experience with Active Directory is desired.
  • Ability to troubleshoot wireless handheld devices (Blackberry, Droid, iPhone, iPad, etc).
  • Ability to troubleshoot remote technologies (VPN, Citrix, etc.).
  • Excellent ability to follow procedures and processes to ensure we remain IT Compliant.
  • Knowledge of Video Conferencing systems a plus.

Education and Experience:
Technical experience related to the area of assignment may substitute for the degree requirement on a year-for-year basis.
One to three years of experience in a technical environment. supporting the latest version of the Microsoft Office / Office 365. Prior experience with SharePoint environments would be a plus!
Strong desire to help others (customer service), friendly, motivated, positive attitude, excellent problem solving, verbal and written communication skills.

One or more of the following certifications a plus.
MCITP: Enterprise Desktop Support Technician on Windows
MCITP: Enterprise Desktop Administrator on Windows 7
MOS: Microsoft Office Specialist; Certification in Word, Excel and Outlook (version 2010) PowerPoint or Access, Network+ preferred.
ACMT: Apple Certified Macintosh Technician
HDI HelpDesk Analyst Certification