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IT Help Desk Specialist I
Ref No.: 18-07895
Location: Gurnee, Illinois
Start Date / End Date: 06/04/2018 to 12/31/2018
Job Title: IT Help Desk Specialist I
Duration: 6 months
Location: Gurnee, IL
 
Job Description:
Position Summary:
This position requires an energized IT support professional delivering high quality IT technical support to the CLIENT’s customer community. This technician provides technical guidance, assistance, coordination, and hands-on resolution of problems, questions, or malfunctions. Installs and maintains hardware/software needed to support business/employee objectives.
 
Travel Requirements: No travel required
 
Essential Duties & Responsibilities Percentage of Time:
  • Follow the agree ticket handling service delivery metrics (SLAs) for given service desk tickets, requests and incidents
  • Document tickets timely and effectively with appropriate level of detail
  • End –to-End ownership of assigned incident to ensure resolution and customer satisfaction
  • Ability to work cohesively in the Desk Side Support Team with an emphasis on teamwork and organization.
  • Establish, maintain customer relationships and satisfaction regarding IT customer service and support.
  • Follows the CLIENT’s Safety, Health, and Environmental policies and procedures.
  • Other projects and duties as required/assigned. Allocate time appropriately when asked to be involved in projects that require IT customer service resources
  • Ability to provide a functional and 1st level video conferencing support to all users utilizing the video conferencing resources.
  • Ability, willingness, and flexibility to come in early or stay late depending on the level of the need.
Position Requirements:
Education Required:
  • Associates degree in Computer Science, Management Information Systems,
  • Engineering or related field or equivalent combination of education and experience
Education Preferred:
  • BA/BS Degree
Experience Required:
  • 7+ years IT customer service, service desk, infrastructure, system administration and/or data center experience
  • Must be self-motivated and energized to provide High-Level user support.
  • Experience providing tier 2 level face-to-face and remote end user support
  • Experience in working in a multi-site global environment
  • Experience with automated software delivery methods
  • Ability to work well with people from many different disciplines with varying degrees of technical experience.
  • Must have expert level knowledge of Windows and Apple computing devices (mobile and desktop)
  • Must have expert level knowledge of PC hardware
  • Ability to effectively interact with customers at all levels within the organization
  • Demonstrated ability to think and act decisively and quickly
  • Smart casual business attire is a must
Experience Preferred:
  • Audio and Video conference support experience
Specialized or Technical Knowledge Licenses, Certifications needed:
  • A+ Hardware certifications
  • ITIL Foundations certification
  • Microsoft certifications
  • Other industry related a plus.
Functional Knowledge:
  • Microsoft Office Applications, Windows 7 OS, Network Cable tracing and identification, SCCM Imaging, SCCM Software Deployment, Dameware Remote Desktop Tool or similar
Company/Industry Related Knowledge:
  • Experience with validated/qualified computer systems
Shiva Prasad | Senior Recruiter
Sunrise Systems Inc.
Desk: (732) 272 0346
Email: shiva.p@sunrisesys.com | URL: www.sunrisesys.com
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