Help Desk Analyst

We have a wonderful opportunity for a PERM Help Desk Analyst. This position would start remote and then eventually be in-office in our Schaumburg office. Don't wait, this opportunity will go fast.email your resume to Lauren at lauren.mooney@connection.com to learn more!

Job Summary

• Working under minimal supervision of the Help Desk Team Lead, the Help Desk Agent provides support to end users by handling incidents and requests that have been escalated from Level 1.
• Support items include installation, maintenance, and troubleshooting of both hardware and software.
• High quality customer support may be provided on-site, remotely over the phone, or via email.
• Focus is on resolving issues that require a higher level of expertise or issues that require a longer time spent on the phone to resolve.
• The Help Desk Agent MUST have strong communication skills and verbal and written skills: needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer.
• Responsible for administrative level tasks such as IMAC, on-boarding\off-boarding, installing\uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows\application support, and advanced knowledge in hardware support.
• Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.

Primary Job Duties

• Resolves advanced technical hardware and software issues.
• Provides resolutions to issues escalated by Level 1.
• Advanced knowledge in administrative tasks on workstations
• Extensive knowledge in software, hardware, network, and peripheral support
• Over the phone remote support and hands-on support to resolve technical issues
• Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically.
• Schedules time to work with end users to resolve issues timely.
• Handles warm transfers from Level 1 staff on more complex issues.
• Tracks all work with detail and precision within the ticketing system
• Acts as a support system for Level 1 staff to help them resolve level 1 issues.
• Owns and develops documentation for Level 1\Level 2 help desk staff.
• Drafts, approves, and publishes documentation into the KB for standard fixes.
• Acts as the go-to resource for client based questions and support for Level 1.
• Proactively researches new technical systems to add new items to the KB.
• Performs all other duties or special projects as assigned.

Connection and all of its subsidiary companies are committed to equal opportunity and proud to be affirmative action employers. All qualified applicants will receive consideration for employment, without regard to race, sex (including pregnancy), color, religion, age, national origin, ancestry, physical or mental disability status, medical condition, sexual orientation, marital status, protected veteran status, and all other characteristics protected by applicable state and federal law.

Requirements

Job Qualifications and Degree Requirements

Bachelor's Degree or the equivalent combination of education and work experience Major if applicable: Certifications, Licenses or Registrations required, if any:

Must possess strong communication skills as well as verbal and written skills.

Certification or equivalent work experience to prepare for CompTia A+ or Network+ certification, HDI, ITIL certs required within 12 months of hire

Minimum years of work experience to qualify for role: 2 Total years of work experience to be fully proficient: 4