Help Desk Representative

Position Highlights:

• Position: Help Desk Representative

• Location: 4901 Searle Parkway, Skokie

• Full Time

• Hours: Wednesday, Thursday, Friday from 10:30am - 7:00pm, Saturday & Sunday from 8am - 4:30pm (Monday, Tuesday OFF)

• Hybrid Schedule: primarily remote after initial onsite training period.

What you will do:

• The Help Desk Representative is responsible for screening, referring and diagnosing internal or external inquiries and work requests to support the organization's internal & external users of computer software applications and hardware.
• The Help Desk Representative will provide escalation level support to Enterprise end users for technical inquiries, issues and requests received via phone, email, and Help Desk applications.
• Assess the nature of problems and resolves support issues both directly received and those escalated by lower tiered support analysts.
• Fulfill requests within the purview of the Help Desk, such as access requests, as well as execute project assigned tasks.
• Responsible for troubleshooting software and hardware issues on laptops, desktops, tablets, and/or smartphones as well as Enterprise applications.
• The Help Desk Representative must log or record support tickets and/or cases with robust detail for successful subsequent escalation if the issue cannot be resolved as well as for trending and reporting. For issues that remain unresolved, transfer issues to the appropriate Systems Engineering teams with facilitated hand-off.
• Utilizes existing instructions and pre-established guidelines to perform the functions of the job as well as creates new guidelines as new issues and troubleshooting procedures are discovered.
• Responsible for identifying trends and suggesting process improvements to achieve ultimate resolution.

What you will need:

Education:Two-year degree or equivalent experience required. Four-year degree in Computer Science or Information Systems preferred.

Experience: 2 or more years of related experience in a Help Desk / Support Analyst Role or Technical Support Role.

Application and Technical Knowledge: Proficient in Windows configuration and Microsoft Office Suite of Products. Demonstrates the ability to provide technical end user assistance via phone and email.

Communication: Customer service focused. Ability to interact with a variety of users and communicate effectively in user friendly language (both written and verbal). Working Conditions: Extended periods of sitting. Varying shifts and cross-shift work may be required. May be required to work on holidays as well.