Help Desk Analyst; Weekend Shifts

<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/

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Full-Time

Overview: <p>We are currently hiring for multiple Help Desk Agents to join our growing team! This is a permanent role and includes wonderful benefits, PTO, holiday pay, and more! The hours are below.</p> <ul> <li>Sa\Sun 6a-6p, Mon 7-5, Tu 7-5</li> <li>Sa\Sun 7a-7p, Thu 7-5, Fri 7-5</li> </ul> <p>The Help Desk Agent works under direct supervision of the Help Desk Team Lead selecting from a variety of established procedures along with verbal and written instructions. As the first point of contact, the Help Desk Agent assists users who call our external Help Desk. While providing the highest level of customer service, the Help Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve Level1 requests in a timely fashion. The Help Desk Agent escalates unresolved problem/issues/requests to the proper level 2 and 3 support team. Troubleshoots basic end user issues on various software applications, hardware, network and telecommunications systems and provides basic desktop support.</p>
Responsibilities: <p><strong><u>Skills, Knowledge and Abilities</u></strong></p> <p><em>The minimum skills and/or competencies required to be successful in the position are listed below.</em></p> <p><strong><u>Technology</u></strong></p> <ul> <li>Basic working knowledge of Microsoft Office Suite with ability to create a document or simple spreadsheet.</li> </ul> <ul> <li>Basic computer knowledge with ability to operate keyboard for data entry. Type 40wpm</li> </ul> <ul> <li>Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.</li> </ul> <ul> <li>Understanding of Active Directory to unlock and reset password</li> </ul> <ul> <li>Proficient with troubleshooting all Windows Operating systems</li> </ul> <ul> <li>Ability to troubleshoot and resolve email issues, specifically MS Outlook</li> </ul> <ul> <li>Support commonly used software, hardware, and other equipment</li> </ul> <ul> <li>Support back office hardware, printers, software, Web Applications and other networks</li> </ul> <ul> <li>Familiarity with the fundamental principles of ITIL/SLA</li> </ul> <ul> <li>Knowledge in multiple ticketing systems including Service Now, Samanage, Manage Engine</li> </ul> <p>&nbsp;</p> <p><strong><u>Business</u></strong></p> <ul> <li>Attention to detail in composing, keying, and proofing professional business materials</li> <li>Customer oriented with ability to listen to and anticipate needs of the customer</li> <li>Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.</li> <li>Creative with ability to think around problems and come up with creative solutions</li> <li>Takes ownership and responsibility of an issues from start through to a successful resolution</li> <li>Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.</li> <li>Good phone skills with ability to provide technical support over the phone in a professional manner</li> <li>&nbsp;</li> </ul> <p><strong><u>Other Behavioral Competencies</u></strong></p> <ul> <li>Adaptable with ability to switch tasks based on shifting priorities</li> </ul> <ul> <li>Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.</li> </ul> <ul> <li>Excellent verbal and written communication skills</li> </ul> <ul> <li>Judgment with ability to formulate opinions, compare and decide with good sense</li> </ul> <ul> <li>Interpersonal skills with ability to work well with all levels of the organization</li> </ul> <ul> <li>Good listening skills with ability to receive information completely and understand what is being said</li> </ul> <ul> <li>Friendly presence and helpful attitude</li> </ul> <p><strong>Additional preferred competencies or preferred qualifications, if any:</strong></p> <ul> <li>Previous customer service experience strongly desired.</li> </ul>
Requirements: <ul> <li>Basic working knowledge of Microsoft Office Suite with ability to create a document or simple spreadsheet.</li> </ul> <ul> <li>Basic computer knowledge with ability to operate keyboard for data entry. Type 40wpm</li> </ul> <ul> <li>Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.</li> </ul> <ul> <li>Understanding of Active Directory to unlock and reset password</li> </ul> <ul> <li>Proficient with troubleshooting all Windows Operating systems</li> </ul> <ul> <li>Ability to troubleshoot and resolve email issues, specifically MS Outlook</li> </ul> <ul> <li>Support commonly used software, hardware, and other equipment</li> </ul> <ul> <li>Support back office hardware, printers, software, Web Applications and other networks</li> </ul> <ul> <li>Familiarity with the fundamental principles of ITIL/SLA</li> </ul> <ul> <li>Knowledge in multiple ticketing systems including Service Now, Samanage, Manage Engine</li> </ul>