Associate Help Desk Specialist- Day / Evening / Night ...

We are seeking a "Associate Help Desk Specialist " in Chicago, IL.This position is for an IT consulting company.On-site location: Chicago downtownThere will be 3 shifts you will be working. (Schedule will be fixed 2weeks advance- 4weeks before holiday season)1st shift: 6AM-3PM2nd shift: 4PM-12AM3rd shift: 12AM-8AM2-3 days/week for 1st shift*Up to 30 days/year for 2nd & 3rd shiftOccasional shift change is expected.Requested for travelling to Washington DC, Boston, or Atlanta (1-2 times a month) [Duties and Tasks]include, but are not limited to support/management/installation of the following:Applications: Experience with common Enterprise Software (Microsoft Office Suite, VMWare, Adobe Products, Various Browsers, Antivirus, Patching Laptops, etc.)Hardware: Experience troubleshooting and replacing PCs, VMWare and HP thin Clients, and componentsMobile Devices: Familiarity working with Android or iOS operating systems to assist users with Enterprise applications such as Email, remote access, etc.Operations Monitoring: Comfortable following documented procedures, escalating appropriately as necessary; Able to document needed changes and updates in procedures, and raise needed changes as appropriate; Able to appropriately escalate issues for resolutionAbility to multitask several ongoing issues. This involves the ability to assess priority and make appropriate decisions quickly and effectively.Excellent written and verbal communication skills in EnglishVisibility: Requires that onsite issues be addressed in person, in a professional, personable and efficient mannerScheduling Flexibility: This role needs occasional weekend work[IT Service Desk Responsibilities]Prioritize service requests and assign support tickets as appropriateSupport, coach, and train end-users as well as IT colleaguesOther duties as assigned by managementLinking pin to specialists at 2nd level support, operations, suppliers, etc.Create and update work instructions processes, guidelines & knowledge base articles[Essential Functions]Install and deliver IT hardware, repair equipment, and maintain inventory of sparesCommunicate with different departments and liaise between end-users and IT colleaguesRecognize incidents patterns and drive root cause analysis and corrective action completion to help eliminate disruption of servicesProvide phone and hands-on support to Client employeesTroubleshooting and identifying network & server related problems for hands-off[Required Qualifications]Education: Information Technology (Associate) degree or equivalent job experienceExperience At least 3-5 years experience with PC and Application Support;Strong knowledge of Microsoft Windows; Use of Active Directory Users and Computers.Experience working in a Virtualized environment; preferably VMWareStrong PC hardware troubleshooting skillsStrong problem troubleshooting skills. Able to research, diagnose, and resolve complex issuesStrong organizational skillsFamiliarity with Android and iOS Operating systems for Mobile devicesDetail orientation - needed to complete long or detailed tasksScripting Ability HelpfulHelpful: Cisco Telephony (Call Manager, Voicemail, etc.)Ability to multitask several ongoing issues. This involves the ability to assess priority and make appropriate decisions quickly and effectively.Excellent written and verbal communication skillsAbility to demonstrate processes, and tasks to end-usersMust work well in a high-pressure environment and keep cool under stressWilling to travel within the US (a few times a year)

Created: 2024-10-25