Job description

Must be able to work out of Mount Prospect, Illinois. This position is non-exempt.

The Help Desk provides support to end users for computer application, system device access, and hardware issues as well as identifies, researches, and resolves technical problems of moderate complexity. You will use your strong communication skills to respond to phone, email, and online requests for technical support and organizational and technical skills to document, track, and monitor problems by using applicable systems and tools. You will play a vital role in supporting and coordinating with other teams or departments to resolve user problems.
Job Responsibilities
Project Management

• Manages Help Desk tickets in a timely manner.
• Provides technical assistance and support to end users for computer, application, and access issues.
• Documents, tracks, and monitors problems using the available tools.
• Installs, updates, and repairs computer hardware and software.

Customer Service

• Runs diagnostics to resolve customer reported issues.
• Follows up with customers to ensure issues are resolved.
• Escalates issues to the next tier as needed.

Job Requirements

• Bachelor’s degree.
• 1 or more years of experience working in a help desk environment.
• Microsoft Certified Systems Engineer designation preferred.
• Experience with Microsoft Office, in particular Word, Excel, and PowerPoint.
• Proficient with a Mac and PC computers.
• Related knowledge to diagnose and resolve basic technical computer issues.
• Experience in customer service and following up with customers.
• Excellent oral communication skills.
• Strong organizational skills to maintain detailed notes and order for Help Desk tickets.
• Flexibility to work a variety of shifts with minimal notice.
• Availability to work regular overtime.

Job Type: Full-time

Job Type: Full-time

Pay: $26.37 - $27.47 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Tuition reimbursement

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Mount Prospect, IL 60056: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: Hybrid remote in Mount Prospect, IL 60056

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