Help desk Support
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Summary
Helpdesk support engineer in a fast-paced corporate IT environment: provides 1st-level (and some 2nd-level) support for desktops, laptops, email, VPN, connectivity, hardware, and printing; logs and triages tickets, escalates to backline teams, and performs root cause analysis. Hybrid/on-site role in Chicago requiring 3+ years of experience.
Helpdesk Support needs 3+ years experience
Helpdesk Support requires:
- Hybrid
- Desktop support
- Helpdesk
- Technical support
- Onsite
- IT
Helpdesk Support duties:
- Provide customer support for desktops, laptops, email, VPN, connectivity, hardware, printing, etc. in a fast-paced corporate help desk environment.
- This involves logging calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary.
- Will work with backline teams and operations to prevent problems, facilitate problem resolution, and provide overall outstanding customer service.
- Responsible for software and hardware support.
- Provides technical advice, guidance and informal training to customers using hardware and software programs
- . Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
- Performs root cause analysis and develops checklists for typical problems.
- Recommends procedures and controls for problem prevention.
- Maintains knowledge database and call tracking database to enhance quality of problem resolutions.
- Works in a team setting, sharing information and assisting others with calls.