IT Help Desk Technician
Allied Benefit Systems, LLC, United States
Job Description
Job Title: Help Desk Technician, Level 2
Department: Information Technology FLSA Status: Non-Exempt Job Status: FT
Reports To: Director, IT Support Services Positions Supervised: None
Work Schedule: Flexible, during normal business hours, Monday-Friday, and rotated after-hour support.
Assessments: Help Desk General Test; Predictive Index Behavioral and Cognitive assessments
POSITION SUMMARY:
Support and maintain Allied Benefit System’s corporate computers and peripherals including but not limited to: PC's and laptops, printers, phones, Audio/Visual equipment. This position will also focus on coordinating our helpdesk support request system and perform Networking and AD support assignments. This role will provide support for our downtown Chicago office location with the requirement to travel to our Des Plaines suburban location as needed.
ESSENTIAL FUNCTIONS:
- Coordinate our Zendesk helpdesk system including answering our toll-free number, triaging incoming requests and assisting senior engineers.
- Respond to Help Desk and customer work orders (e.g. requests for new software, hardware installation) and trouble tickets (e.g. problems with PCs, laptops, laser printers, network access, e-mail access) according to service level agreements; fulfills service requests and document problem and resolution in problem management system.
- Installation, maintenance, and problem resolution of PC hardware and operating systems (Windows 10) and attached hardware, including printers and print servers.
- Support request management, including proper communication procedures and documentation of request remediation and resolution.
- Problem Management, including communication procedures (problem reporting) during problem resolution.
- Communicates new information and problem resolutions to the Help Desk staff, end users and other groups as necessary; maintains skills and exhibits a passion for learning and growth.
- Maintains customer satisfaction (End-user and business unit management) through the use of Service Level Agreements (SLAs) and effective interpersonal skills to set expectations.
- Contributes to project teams as needed
- Other duties as assigned.
POSITION QUALIFICATIONS:
Communication Communicates effectively both internally and externally, where applicable. Includes both written and verbal communication.
Dependability Meets deadlines, works independently, accountable, maintains focus, punctual, and maintains good attendance record.
Initiative Takes action independently, seeks new opportunities, and strives to see projects to completion.
Interpersonal Skills Builds strong relationships, is flexible/adaptable, works well with others, and solicits feedback.
Job Knowledge Understands the facets of job, aware of duties and responsibilities, and keeps job knowledge current.
Organization Skills Information organized and accessible maintains efficient workspace and manages time well.
Problem Solving Strives to understand contributing factors, works to resolve complex situations.
Productivity Manages workload, works efficiently, and meets goals and objectives.
Quality Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services
Self-Development Looks for opportunities to increase knowledge, works to increase responsibility, strives to achieve personal goals and/or maintains licenses and other pertinent requirements.
Teamwork Accountable to team, works to meet established deliverables, appreciates view of team members, and respectful.
Technical Skills Maintains current understanding of technical process/equipment, uses technology to increase performance/productivity; effectively uses online tools and resources.
SKILLS amp; ABILITIES:
Computer Skills: To perform this job successfully, an individual should have working knowledge of Windows 10; Active Directory; Office 365; MS Team, RDP, Windows Server, Networking concepts; workstation imaging and builds.
Reasoning Ability: Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems. Ability to deal with nonverbal symbolism (formulas, scientific equations, graphs, musical notes, etc.,) in its most difficult phases. Ability to deal with a variety of abstract and concrete variables.
Education:
Bachelor's degree (B. A.) from four-year college or university (Preferred); or two years related experience and/or training; or equivalent combination of education and experien