Help Desk Analyst; 6AM-3PM

<strong>Grow Your Career at Connection&nbsp;</strong><br /><br /><strong>Join a team where you make the difference. Enjoy a culture grounded by working together. Join a team whose future is bright. Your career opportunities are limitless.</strong>

Schaumburg, IL

Connection

<strong>Founded in 1982, Connection delivers valuable IT services and advanced technology solutions to business, government, education, and healthcare markets. Today, we serve our customers through our staff of highly trained Account Managers, our team of on-staff experts, and our efficient procurement websites. We are also proud to offer custom-configured computer systems from a ISO 9001:2015 certified technical configuration lab at our distribution center in Wilmington, OH.</strong><br /><br /><strong>Our company has over&nbsp;<a href="https://www.connection.com/content/about/certifications-and-authorizations?cm_sp=content-_-about-us-_-certifications-and-authorizations">2,500 technical certifications</a>&nbsp;that ensure our experts can solve any customer need, no matter how complex. Additionally, our GlobalServe offering delivers global procurement solutions through our network of 500 suppliers in 174 countries.</strong> https://www.connection.com/

keywords: position summary,support,solutions,administrative,customer service,other duties,education & experience

Full-time

Overview: <br />We have a wonderful opportunity for a PERM Help Desk Analyst. This position would start remote and then eventually be in-office in our Schaumburg office. Hours are Monday-Friday 10am to 7pm. Don't wait, this opportunity will go fast...email your resume to Lauren at lauren.mooney@connection.com to learn more!
Responsibilities: <br /> <p><strong><u>Job Summary</u></strong></p> <ul> <li>Working under minimal supervision of the Help Desk Team Lead, the Help Desk Agent provides support to end-users by handling incidents and requests that have been escalated from Level 1.</li> <li>Support items include installation, maintenance, and troubleshooting of both hardware and software.</li> <li>High-quality customer support may be provided on-site, remotely over the phone, or via email.</li> <li>Focus is on resolving issues that require a higher level of expertise or issues that require a longer time spent on the phone to resolve.</li> <li>The Help Desk Agent should possess strong communication skills; verbal and written skills: needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer.</li> <li>Responsible for administrative level tasks such as IMAC, on-boarding/off-boarding, installing/uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows/application support, and advanced knowledge in hardware support.</li> <li>Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.</li> </ul> <p>&nbsp;</p> <p><strong><u>Primary Job Duties</u></strong></p> <ul> <li>Resolves advanced technical hardware and software issues.</li> <li>Provides resolutions to issues escalated by Level 1.</li> <li>Advanced knowledge in administrative tasks on workstations</li> <li>Extensive knowledge in software, hardware, network, and peripheral support</li> <li>Over the phone remote support and hands-on support to resolve technical issues</li> <li>Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically.</li> <li>Schedules time to work with end-users to resolve issues timely.</li> <li>Handles warm transfers from Level 1 staff on more complex issues.</li> <li>Tracks all work with detail and precision within the ticketing system</li> <li>Acts as a support system for Level 1 staff to help them resolve level 1 issues.</li> <li>Owns and develops documentation for Level 1/Level 2 help desk staff.</li> <li>Drafts, approves, and publishes documentation into the KB for standard fixes.</li> <li>Acts as the go-to resource for client-based questions and support for Level 1.</li> <li>Proactively researches new technical systems to add new items to the KB.</li> <li>Performs all other duties or special projects as assigned.</li> </ul>
Requirements: <br /> <ul> <li>Bachelor's Degree or the equivalent combination of education and work experience</li> <li>Solid communication skills; verbal and written skills.</li> <li><strong><em>Certification or equivalent work experience to prepare for CompTia A+ or Network+ certification, HDI, ITIL certs required within 12 months of hire</em></strong></li> <li>Minimum years of work experience to qualify for role: 2</li> <li>Total years of work experience to be fully proficient: 4</li> </ul>