$40-50K

Help Desk Representative

Provide 1st level email and phone support to end users. This includes prioritizing, documenting, resolving and following up on end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as collaboration with other team members and departments and/or research initiatives.

Requirements:

• BBA or BS in Information Systems; other post-secondary education considered with relevant experience
• A minimum of 2 years experience with remote location hardware/software support
• Extensive application support experience with MS products
• Extensive desktop and server operating systems experience, including Windows 2000, Windows XP, Server 2003
• Advanced working knowledge of personal computer software packages (e.g. Microsoft Office for Windows), as well as demonstrated understanding of operating systems, relational database design and operation, query tools, reporting tools, and decision support tools
• Experience with computer information systems, telecommunications (ISDN, IP) and other IT related concepts (Configuration Management, Incident Management, Problem Management, etc.)
• Strong communications skills; oral and written
• Strong interpersonal skills with a focus on customer service
• Proven ability to present ideas in user-friendly language
• Demonstrated problem solving and analytical skills

Responsibilities:

Communication, Technology, and Application Infrastructure
• Field incoming help requests and provide telephone and email support to end users while meeting established service level agreement metrics
• Prioritize, respond and follow up on issues where information is readily available or standard procedures/processes exist
• Initiate and solve complex technical issues using an incident management system and escalate accordingly
• Collaborate with other members of the Help Desk to analyze and respond to technical problems and participate in cross-training sessions

Information Management
• Record, track, and document the Help Desk request problem-solving process through to final resolution
• Contribute to the documentation of technical requirements and specifications
• Develop knowledge database, help sheets and frequently asked questions lists for colleagues and end users
• Undertake research analysis as required

For more information about this opportunity contact:

Help Desk positions / job opportunities in the Chicago area.