Help Desk Technician, Chicago, IL

This Help Desk Technician position will provide hands-on technical support related to computer systems, hardware, or software.

This Help Desk Technician position require strong technical knowledge and effective on-site and remote communication to both understand problems and explain their solutions.

This role will continuously work under the guidance of the IT Manager. This position is hybrid Onsite and Remote and candidates need to be local in or near Chicago.

Responsibilities :

Monitor the company’s IT ticketing system.

Provide tier 1 and 2 (First Call Resolution) support to employees both in-person and remotely.

Escalate higher-level IT issues to IT Manager and assist with solutions as needed.

Research potential software solutions as needed.

Train end users as necessary on the proper use of IT software and equipment.

Perform software and hardware installations and maintenance.

Support new hires with equipment and software purchasing and set-up.

Identify recurring issues and help create solutions.

Review and maintain inventory of IT assets.

Qualifications :

Bachelor’s degree preferred.

Experience using a Helpdesk ticketing system.

1-2 years of general IT support experience.

Strong Customer Services skills and attention to detail is a must.

Strong knowledge of computer systems.

Strong diagnostic and problem-solving skills.

Experience troubleshooting Windows Operating Systems, Mac Operating Systems, and G Suite products.

Excellent people skills (outgoing, approachable, motivated to help), including training end-users.

Ability to work independently or as part of a team.

Ability to conduct research into various computing issues as required.

Keen attention to detail.

Experience supporting a remote workforce.

Ability to multi-task and adapt to changes quickly.

Ability to collaborate across functional teams.

Excellent written and verbal communication skills with the ability to communicate in technical and non-technical language.

Must be able to read, write and speak fluent English.

Keywords : Chicago IL Jobs, Help Desk Technician, IT Support, Windows OS, Mac OS, G Suite Products, Computer Systems, Help Desk, Helpdesk, Support, Network, Networking, Chicago Recruiters, Information Technology Jobs, IT Jobs, Chicago Recruiting

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Help Desk Analyst (On-site Chicago)

Jumpstart your career in the dynamic Legal / IT sector with K2 Services as a Help Desk Analyst!

We offer a comprehensive training program to every incoming Help Desk Analyst to be successful in supporting our law firm clients.

K2 prepares you to work in a fast pace, agile, customer service-oriented environment while working collegially and collaboratively with a world-class Help Desk team.

Career opportunities abound both within the Help Desk Department as well as more hands-on engineering roles for those looking for a more technical tract.

The position comes with a full array of benefits, health insurance and matching 401k, and many more perks. In office, we also have a break room stocked with complimentary snacks and beverages as well as weekly catered meals and regular events in-office!

This opportunity is on-site at our office located in Chicago, IL. Training will be on-site the first 2 weeks MON - FRI 800 am to 4 : 30 pm CST for everyone.

• We are looking for After Hours candidates (2nd Shift / Weekends)
• We offer Competitive Pay with Shift Differential during After Hour shifts.
• In-office work expectation Weekdays, but hybrid work on Weekends.

The Help Desk Analyst provides technical support related to computer systems, hardware, or software via telephone, email, and chat tools.

This position is fast-paced and multi-task intensive, requiring quick decision-making and top-notch customer service skills.

Essential Duties and Responsibilities

• Serve as the first point of contact to customers seeking help for hardware, software, network, or other technical and non-technical issues.
• Provide over-the-phone, email, and chat support.
• Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such as a knowledge base, previously reported issues, colleague experience, or connecting the customer to an escalated level of support to properly resolve their issue.
• Use of screen sharing and remote-control tools to properly vet, collect and evaluate the customer’s reported issue.
• Properly ticketing all customer requests with detailed information regarding the issue reported. Help Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets to successfully relay informits action back to the customer or other support team members.
• Maintain a regular and reliable level of attendance.

Knowledge Skills and Abilities

• High School Diploma or equivalent.
• Strong verbal, written, and typing skills.
• Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Help Desk Analyst’s success.
• Dependable team player who works collaboratively and cooperatively with others in a team-oriented environment.
• Ability to act independently and make decisions within the scope of the position’s responsibilities.
• Always display the utmost professionalism with team members as well as end-users. · Ability to function well in a high-paced and at times stressful environment.
• Ability to think strategically and analytically to troubleshoot and resolve issues quickly and / or provide successful alternative methods until a permanent resolution can be found.
• Proactive with the ability to identify, define, and perform remote troubleshooting of computer / technical issues through remote control tools while asking pertinent questions.
• Exhibit a high degree of initiative, follow-through, and critical-thinking skills with the ability to manage multiple priorities in a demanding, fast-paced, meticulous work environment, and make decisions based on the results of research.

Requirements

Prolonged periods of sitting at a desk and working on a computer

Will require Intune Mobile Device Management software installed on a personal device(s)

K2 SERVICES IS AN EQUAL OPPORTUNITY EMPLOYER Diversity and inclusion matter to us here at K2 Services Associates. We celebrate our differences and advocate an environment where everyone feels included.

We are proud to be an equal opportunity employer and celebrate our employees’ differences, including race, color, religion, sex, national origin, citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status, or any other protected group status.

Our differences make us better, stronger, and more successful. Equal employment opportunity extends to all aspects of the employment relationship, including hiring, transfers, promotions, training, terminations, working conditions, compensations, benefits, and other terms and conditions of employment.

Powered by JazzHR

Position Everywhere Wireless is seeking to hire phone support specialists who will support customers of our Gigabit Internet services.

Potential candidates should have a basic understanding of computer hardware, software, and wireless routers. If you have some knowledge and a strong interest in computers / networking along with customer service skills and experience, we are willing to train advanced skills.

Essential Duties and Responsibilities Configure and troubleshoot wired and wireless network issues for customers over the phone.

Recognize and understand how to configure customers' equipment to connect to the Internet via a wireless router, which may include connecting standard consumer electronic devices such as streaming devices, computers, laptops, tablets, smartphones and more.

Provide a high level of customer service, educate customers on the use of products and services, and recommend products and services to meet customer needs.

Conduct follow-up calls to customers with recent completed service requests or calls Reply to customer email inquiries. Work with customers to sign up for new service and resolve basic billing issues.

Troubleshoot advanced networking protocols within the company network. Qualifications : High School Diploma or equivalent education Requires either previous networking or telephone customer service / support experience A basic understanding of computer hardware and software and consumer wireless routers High ethical standards, strong work ethic with an emphasis on team commitment, respect for others, the ability to acknowledge and build on others' ideas, and support for group decisions Must have the ability to solve problems with patience and a positive approach.

Self-motivated, detail-oriented and organized with the ability to work efficiently to meet deadlines. Compensation Salary : $15 - $18 / hour + Bonus Opportunities Health and Dental benefits;

paid vacation, sick leave, and holidays; and more great perks. Powered by JazzHR

Help Desk Analyst At RKON, we’re proud of the culture we’ve created and the loyalty and dedication of our employees, many of whom have been with the company since our founding in 1998.

Our culture is also challenging and fast-paced to keep up with the ever-evolving IT industry we serve. Crain’s Fast Fifty, CRN Fast Growth 150 and Inc.

5000 have recognized our company for the tremendous organic growth we’ve achieved. To continue this growth, RKON invests heavily in our employees by offering comprehensive benefits and development, a wellness program and the opportunity to be part of a casual and family-friendly work environment.

Position Profile : We are pursuing IT Help Desk (End User Engineer) professionals who are looking to elevate their career.

This role will provide the opportunity to get hands on experience with the latest bleeding edge technologies. RKON provides an almost limitless potential for upward mobility in the fields of security, networking, and virtualization.

Our Help Desk is viewed as a grooming team for these verticals. The ideal candidate will a strong desire to pursue a career in IT.

Our Help Desk professionals are expected to provide high quality end user support with a strong background in PC support (windows / Mac) and proven experience with Microsoft Office 365.

Must possess above average customer service, organizational, verbal and written skills. Responsibilities Include : Provides world class customer service with a focus on setting a positive and supportive tone with end users Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance Provides Level 1 and 2 support for incidents (problem / issues) or service requests related to hardware, software, mobile devices and network connectivity Records ticket and status information in a timely / accurate fashion Troubleshoots and resolves incidents and / or escalate as required with support vendors and RKON senior support engineers Facilitates resolution of tickets / service requests while meeting or exceeding defined service level expectations Contributes and maintains accurate documentation to provide consistent solutions Assists level 2 systems and network security teams with tasks as server builds, firewall policy updates and system backups Completes assigned administrative projects (i.

e. testing and other project related tasks) Other duties as assigned Requirements : A desire to pursue a long-term career in IT, and a strong customer service background.

Preference for one to two years of experience in a Help Desk related role. Excellent teamwork, communications and interpersonal skills Active Directory knowledge - fundamentals.

Professional telephone demeanor with strong customer service skills and attention to detail Excellent multi-tasking skills.

Prioritizes and performs a variety of concurrent tasks with minimal direction Hardware and software support for both desktop / laptop computers and printers Follows company standard hardware and software configurations MS Office (Word, PowerPoint, Excel) skills is required ITIL knowledge or other IT certifications preferred Ability to be punctual and maintain a varied schedule from week to week including rotating off hours coverage (nights / weekends) Familiarity with enterprise systems (server, backup, active directory) and network switches / firewalls a bonus but not required Job Type : Full-time Powered by JazzHR

Job Summary :

The Manager of IS Support has responsibility for management of the user Helpdesk and resolution of technical issues, including systems, products, facility access, etc.

Essential Functions :

• Manage the Information Systems Support team, including staffing, training, supervision, and performance evaluation. Implement training and mentoring programs to ensure staff proficiency and process consistency.
• Oversee day-to-day Helpdesk team operations to resolve reported technology related user issues. Implement effective ticket triage, assignment, diagnosis, escalation and resolution processes.

Maintain SLA and other performance metrics.

• Train and mentor Helpdesk IS Analysts to develop strong troubleshooting and customer service capabilities. Provide real time support and guidance to ensure excellent user outcomes.
• Recognize patterns and trends in ticket volumes and take appropriate, proactive actions to address short and long term issues impacting user experience.
• Support user’s technical platform consisting of hardware - including BYOD equipment, virtual desktop environment, standard software applications, Q-Centrix applications, internet / networking, access / security, etc.

Provide new employee technical onboarding.

• Establish documented Helpdesk processes and systems that ensure consistent achievement of targeted SLA performance, staff productivity, client / stakeholder satisfaction, quality and other operational metrics.
• Engage cross-functionally to promote collaboration in developing continuous process improvement initiatives that enhance the team’s operational performance, customer service and morale.
• Other Duties : As a growth organization, roles and responsibilities often evolve and adapt over time. As such, this job description may not comprehensively account for future activities, responsibilities, and priorities these may evolve right along with us!

Required Skills / Abilities :

• 5+ Years’ experience in an Information Technology system support role, preferably in a remote setting.
• 1+ years' of management experience for a technical Helpdesk.
• Have current or previous experience supervising a remote workforce.
• Ability to effectively manage competing priorities with a sense of urgency.
• Excellent communication skills with internal and external customers.
• Service-oriented mentality Actively looking for ways to help people; take initiative and be proactive.
• Enjoy problem-solving and don’t become discouraged when facing a roadblock.
• Applicants for employment with Q-Centrix must be legally authorized to work in the United States now or in the future without sponsorship.

Preferred Education and Experience :

Bachelor’s degree or equivalent work experience.

Supervisory Responsibilities : Manage a team of IS Helpdesk Analysts.

Work Environment / Physical Demands : Continuous sitting and fine manipulation.

Travel Requirements : None

Work Authorization : Legally able to work in the United States without sponsorship

Total Rewards :

At Q-Centrix, our purpose safer, consistent, quality healthcare for all drives everything we do. To accomplish this important work, we need to attract, engage, and retain a talented team by providing a compelling, equitable rewards package comprised of an inclusive culture, flexible work environment, learning and development opportunities, competitive pay that rewards high performance, and robust benefits that support health and financial wellness.

Add to this package a supportive community of people who help each other not only do meaningful work, but learn, grow, and have fun while doing so, and you get an organization that has earned the Great Place to Work distinction multiple years in a row!

The target salary range for this role is $60,000-$70,000 per year with a 5% annual bonus. An individual’s salary within this range is based on multiple factors including but not limited to skills, experiences, licensure, certifications, and other business and organizational considerations.

Salary ranges are reviewed, at minimum, annually and all team members are eligible for performance-based salary increases during our organization’s annual review period.

The annual bonus payout may be higher or lower than target, dependent on individual and company performance and is considered variable pay.

In addition to our inclusive and innovative working environment and competitive pay, team members enjoy :

• Remote / hybrid flexibility (depending on location) and a generous Flexible Time Off program with additional paid time for volunteering.
• Robust benefits package including medical, vision, dental, health savings accounts, company paid short- and long-term disability, employee assistance program, paid parental leave, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents.
• 401(k) retirement plan with a company match.
• Opportunities for professional development.

Commitment to Diversity, Equity, Inclusion and Belonging :

At Q-Centrix, we hire people who love learning, value innovation, and believe in our purpose of safer, consistent, quality health care for all.

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

We employ people based on the needs of the business and the job, and their individual professional qualifications. Here’s what does not impact our employment decisions : race, religious creed, religion, color, sex, sexual orientation, pregnancy, parental status, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status, health, marital, civil union or domestic partnership status, or any status or characteristic protected by the laws or regulations in locations where we operate.

If you are an individual with a qualified disability and you need an accommodation during the interview process, please reach out to your recruiter.

California Privacy Rights Notice :

During the application and hiring processes, Q-Centrix, LLC ( Q-Centrix ) may collect personal information from applicants.

For residents of California, the collection of this personal information is subject to the California Consumer Privacy Act of 2018 (the CCPA ) and the California Privacy Rights Act (the CPRA ) which impose a duty on Q-Centrix to provide this notice at the point of collection, explaining what may be collected and for what purpose.

Information collected by Q-Centrix in this way is stored and handled in accordance with data security industry standards best practices including technological, administrative, procedural, and physical safety measures.

Q-Centrix does not store this information longer than is reasonably necessary to fulfill its purposes listed herein and securely disposes of the data at the time and in the manner dictated by its internal document retention policies.

Personal Information we Collect Q-Centrix may collect certain personal information during the application process. Over the preceding 12-month period, Q-Centrix may have collected the following categories of personal information as defined by the CCPA :

• Identifiers : This may include name, username, alias, postal address, telephone number, email, IP address, social security number, driver’s license number, passport number, or other personal identifiers, including identifiers created by Q-Centrix to recognize an applicant or employee.
• Characteristics of Protected Classifications Under California or Federal Law : This may include race, skin color, national origin, religion, sex, gender identity, sexual orientation, marital status, medical conditions, disability, military / veteran status, age, or any requests for protected leave.
• Professional or Employment-related information : This may include application, resume, curriculum vitae, professional licenses, designations, credentials, certifications, or any information collected as part of the application or on-boarding process.
• Education Information : This may include education records, transcripts, report cards, diplomas, degrees, or certificates.
• Criminal, Financial, and Recreational Drug-Use Information : This may include information obtained from a background check, credit check, or employment-related drug test.

Purpose and Use of the Collected Information Q-Centrix may use the above data for a variety of purposes related to the recruitment process and the administration of our business.

• Recruitment Process : This may include identifying candidates, processing applications, creating and making employment offer packages, reference checks, education verification, visa / work-permit filings, and on-boarding applicants as new employees.
• Improve Internal Processes : This may include data about responsiveness to recruitment postings, effectiveness of recruiting processes and tools, and the collection and analysis of data as it pertains to employment markets, hiring practices, compensation, and recruitment processes or tools.
• Recordkeeping : This may include keeping records for administrative purposes, maintaining contact information of candidates, complying with legal, regulatory, or law enforcement requirements, to comply with any reporting obligations, to protect or exercise our legal rights or remedies, or for litigation purposes.

Disclosure of Information Q-Centrix may disclose your personal information to third parties within the context of our recruitment process or your employment.

• Vendors : This may include individuals or companies that provide recruitment-related services, administrative services, human resource services, employment screening services, onboarding and training services, process refinement services, data processing, data storage, or other services related to the application and hiring processes.
• Employees, Parents, and Affiliates : This may include individuals, parent companies, or affiliate companies of Q-Centrix related to the recruiting process or onboarding process.

Additionally, Q-Centrix may disclose information to employees, parents, affiliates, or other companies or individuals as necessary as part of a reorganization, merger, or acquisition.

• Mandatory Disclosure : Q-Centrix may disclose your personal information as it believes necessary to comply with any applicable laws, regulations, court orders, or governmental requests.
• Protection of Interests : Q-Centrix may disclose your personal information in order to protect its interests, which may include protecting itself from illegal activities, regulatory violations, security issues, technical issues, rights violations, harm to property, or harm to individuals.

Sources of Information Q-Centrix may obtain personal information from :

• You : This may include information you provide on an application or any other information you provide us directly.
• Vendors : This may include any vendors we disclose information to in accordance with Section 3.1 above.
• Verification Sources : This may include professional organizations, licensing bodies, academic institutions, or any references.
• Publicly Available Sources : This may include public governmental filings, social media profiles, personal websites, news articles, or any other publicly available information.

Your Rights You retain some rights to your personal information and may submit requests in accordance with those rights by reaching out via the methods below.

• Access and Updates : You may submit a request to access, correct, update, or delete any of your personal information Q-Centrix possesses.
• Use : You may submit a request to limit the allowed purposes for which Q-Centrix may use or process your personal information.

MODIFICATIONS AND REVISIONS

This notice may be updated to reflect changes to our policies in accordance with our business, legal, or regulatory obligations, at which time Q-Centrix will provide any legally required notices of such changes.

CONTACT INFORMATION

If you have questions about the Q-Centrix California Privacy Rights Notice or a request regarding any personal information which may have been collected during the application and / or hiring process, please contact 1-877-284-8681 or send an email to .

Benefits

Health Matters Health, dental, vision, FSA and generous HSA matchTelemedicine optionsEmployer-paid short- and long-term disability coverageEmployee assistance and wellness programsVoluntary coverage including accident, illness, and hospital indemnity options Work-Life Harmony Flexible schedulesWork from homeGenerous paid and flexible time off programs Friends & Family Paid leave for birthing, adoptive, and foster parents with a phase-back-to-work programPet insurance Growth & Development Custom professional development plansClinical education and CEUsOngoing education led by dedicated Quality & Education team Savings & Retirement 401(k) with company matchRetirement planning resources Office Support Home office stipendsAccess to top technologiesCollaborative environment with strong connections across virtual and in-office team members