IT Service Desk Technician
Posted Updated
IT Service Desk Technician
R.M. Chin & Associates – Fully Onsite
R.M. Chin & Associates – Fully Onsite
Location: 550 W Jackson Blvd, Chicago, IL 60661
$55 - 75K (Depending on Experience) – Full Time with Benefits
Looking to advance your career? Take your skills to the next level with us! R.M. Chin & Associates, Inc. (CHIN) is seeking an IT Service Desk Technician to provide exceptional customer service by supporting end users and working with a wide range of technologies. The individual will be responsible for serving as a Tier 1 / Tier 2 point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications.
Qualifications:
- Minimum 2 years’ experience providing end user support
- B.S. in Information Systems or Information Technology or Computer Science related field
- Enjoys interacting with users and solving problems of varying degrees of complexity
- Excellent knowledge of Windows operating systems, especially Windows 11 and Mac’s
- Hands on hardware troubleshooting experience including laptops, desktops.
Technical Troubleshooting & Resolution:
- Diagnose and resolve end-user and in-office hardware, software, and connectivity issues.
- Acts as the front line solving immediate, everyday tech issues as Tier 1 / Tier 2 support.
- Diagnose and document SaaS applications and core application platform issues.
- Drive the resolution of basic issues related to desktop, mobile, applications, remote access and remote users.
Incident, Request and Asset Management:
- Monitor & track incidents and requests using CHIN’s ITSM tool to ensure adherence to SLAs, appropriate communication to the end-user, and timely resolution.
- Assist with asset management across software and hardware assets. Work with leadership to conduct quarterly asset reviews and assist with asset refresh cycles.
- Assist with root cause analysis for recurring issues by investigating, documenting and recommending permanent solutions.
User Access & Security:
- Manage user accounts, permissions, and access requests across various platforms and applications.
- Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.
Knowledge Base & Documentation:
- Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge based.
- Assist with the creation of end-user self-help and SOP documentation to be published on the IT portal.
- Provide feedback and recommendations to improve existing documentation and training materials.
Customer Service & Communication:
- Deliver high-quality customer service, maintain professionalism and clear communication throughout interactions.
- Provide status updates to users and internal stakeholders regarding incidents and request progress and resolution times.
- Serve as an educator for the end-user, helping them understand existing IT capabilities and sharing security related best practices.
Proactive Monitoring & Maintenance:
- Support proactive monitoring of critical systems and services to identify potential issues before they impact users.
Required Skills
- Familiarity with the Microsoft 365 suite of applications, including Outlook, Teams, SharePoint.
- Understanding of modern security principles and capabilities.
- Strong communication skills including verbal and written communication
- Strong customer service with a positive attitude and demeanor.
Job Offer:
- Competitive base salary between $55 – 75K, depending on experience and skills
- Annual bonuses are based on individual and company performance.
- 401K yearly profit-sharing contribution.
- PTO.
- 11 paid holidays, plus 2 floating holidays.
- Parental leave.
- Medical, dental, and vision insurance.
- Relevant certifications and courses reimbursed.
R.M. Chin & Associates, Inc., M/W/DBE/ACDBE is an Equal Opportunity Employer, offering comprehensive benefits and competitive pay.
Come be part of our growing team!