Vacancy expired!
Resource 1 is in need of a
Desktop Support Analyst for our client based in Oak Brook, IL. They are a rapidly growing company and this position has significant growth potential.Selected candidate would need to be onsite 5 days/week for the first 60 days to complete training, but then can move to a hybrid onsite/remote schedule. Will work on a rotating schedule along with two other support employees that consists of 1 week onsite/2 weeks WFH. Support hours are between 7am-7pm and will work different blocks of time along with the two other support individuals to ensure full coverage during that time frame (i.e., one person starts at 7am, the other at 8:30am and the last at 10:30am for 8-hour shifts). These start times will rotate weekly.The team currently supports around 260 employees throughout the company and processes roughly 700 tickets per month.Responsibilities:- Work breakdown: troubleshooting issues/answering tickets (60%), onboarding configuration/user training (20%) and device repair/deployment (20%)
- Manage support requests via phone, text, chat or email and resolve them according to established SLAs (escalating when necessary)
- Carry out remote installation, diagnosis, configuration and repair of hardware and desktop equipment
- Perform basic monitoring of systems on a scheduled basis
- Document problems and update tickets until issue is resolved
- Maintain and create documentation and procedures for solutions found in the process of resolving user support issues
- Provide suggestions and input about changes to the support process with a particular focus on ITIL process standards
- 2-5 years of experience with help desk support
- ITIL or Microsoft role-based certifications are a plus
- Must have excellent communication skills, organizational skills, ability to multitask and a willingness to learn
Vacancy expired!