Junior Help Desk Technician

    • Job Tracking ID: 512264-724986
    • Job Location: Chicago, IL
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: February 22, 2020
    • Years of Experience: Up to 2 Years
    • Starting Date: March 16, 2020
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Job Description:

We are seeking an Jr. Helpdesk Technician to join our team in Chicago.  The position will report directly to the CTO.

  • Provide first-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems; update the helpdesk ticketing system accordingly.
  • Tier 1 support examples include:
    • Troubleshooting basic networking, desktop, printer problems.
    • Setup of new computers, users, and providing basic training.
    • Assisting with audio visual/VoIP setup and troubleshooting.
    • Monitoring Helpdesk for tickets assigned to the queue and process first-in first-out based on priority. May include remote weekend support.
    • Managing and triage of multiple incoming issues effectively by understanding customer needs and escalating as necessary.
    • Installing (move, add, change), maintaining and configuring VoIP phones, PCs, network printers, and other computing devices.
    • Assisting senior team in pre and post-project tasks and clean-up.
    • Creating, updating, and maintaining internal and client facing documentation.
    • Taking note of customer needs for new technology or products and bringing these to the CTO and/or team lead as necessary.
    • Building and imaging client workstations.

Experience and Skills:

 

  • Degree in Computer Science, Networking, Information Security, or related field
  • 1-2 years of relevant experience
  • 1 year experience in a service desk or helpdesk environment preferred
  • 1 year customer service experience preferred
  • Excellent customer relation’s skills and good phone manners
  • Exceptional attention to detail and proven ability to accomplish tasks
  • Ability to collaborate with various departments and external organizations
  • Excellent written and verbal communication skills
  • Troubleshooting experience on Windows 7/10 platforms greatly desired
  • Experience supporting and troubleshooting Microsoft Office applications
  • Experience supporting and troubleshooting mobile devices, including Blackberry, iPhone, and Android
  • Experience dealing with vendor support to deal with software, firmware, and hardware issues
  • Ability to prioritize and manage time and requests efficiently
  • Ability to take direction, as well as work independently, or in a team setting
  • Ability to communicate effectively and courteously with colleagues and customers at all levels
  • Other duties as assigned by management.