Sr. Help Desk Analyst

Chicago, IL, US

Hybrid - Chicago Location / Home Office

 

The Sr. Help Desk Analyst will be responsible providing support by answering and resolving technical support calls and tickets from employees in our corporate headquarters, the remote sales team, and multiple remote sites in the US as well as backup to international sites for 2500 users. This position will resolve basic and complex technical issues both software and hardware related. This role may also personally manage escalated issues and help manage shift work.  The Help Desk Analyst III reports directly to the Help Desk Manager.

 

Position Responsibilities

 

  • May mentor and provide assistance and training to other Help Desk technicians in solving more advanced problems and inquiries. Refers problems and inquiries to more experienced technical staff or management if necessary.
  • Manage and monitor the Help Desk call volume and Help Desk ticket queues and bring issues and tickets to resolution
  • Assists IT management and other senior IT technical staff in identifying trends and developing departmental and Helpdesk guidelines and operating procedures.
  • Functions as the lead for various projects and company-wide improvements/implementations.
  • Efficiently performs duties level I/II technicians are responsible for when necessary
  • Contributes to cumulative call and ticket SLA’s
  • Keep reporting manager up to date with shift reports, ticket closures and inventory checkups
  • Stay current with system information, changes and updates within Company


 

The position responsibilities outlined above are in no way to be construed as all encompassing.  Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

 

Position Requirements

 

Knowledge, Skills, and Abilities:

Required:

  • Willingness to work as part of a team and contribute to the success of the group.
  • Demonstrated ability to identify and understand complex issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.
  • Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
  • Ability to manage calls (within ACD phone system preferred).
  • Demonstrated ability to effectively take action to solve advanced problems while exhibiting sound judgment and successful stress tolerance.
  • Excellent organizational skills, including the ability to work effectively under pressure and deal with multiple priorities.
  • Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
  • Results-oriented to ensure delivery of appropriate products and services in an accurate, complete, and timely fashion.

 

Education/Experience:

Required:

  • Three (3) years of increasingly responsible experience performing helpdesk/service desk functions.
  • Mid-level understanding of networking, Windows XP/7, Active Directory, DNS, DHCP, Group Policy, Microsoft Office 2013, SharePoint, backup utilities.
     

 

Preferred:

  • Bachelor’s degree from an accredited college in Business Administration – Information systems or related field.
  • A++, MS, Cisco, ITIL, VMware certifications a major plus
  • Advanced knowledge and troubleshooting skills in the following: Windows 7/10, Windows Server 2008/2012, VMware vSphere, VMware Horizon, Citrix XenApp/Receiver/Delivery Services Console



Competencies:
- Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is
  required; being proactive.
- Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships;
  taking responsibility for customer satisfaction and loyalty.
- Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in
  a manner that engages the audience and helps them understand and retain the message.
- Applied Learning: Assimilating and applying new job-related information in a timely manner.
- Technical/Professional Knowledge and Skills: Having achieved a satisfactory level of technical and professional
  skill or knowledge in position-related areas; keeping up with current developments and trends in areas of
  expertise.
- Work Standards: Setting high standards of performance for self and others; assuming responsibility and
  accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather
  than having standards imposed.
- Building Partnerships: Identifying opportunities and taking action to build strategic relationships between
  teams, departments, units, or organizations to help achieve business goals.
- Stress Tolerance: Maintaining stable performance under pressure or opposition (such as time pressure, or job
  ambiguity); handling stress in a manner that is acceptable to others and to the organization.
- Tenacity: Sticking with a position or plan of action until the desired objective is obtained or is no longer
  reasonably attainable

 

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Nearest Major Market: Chicago

Job Segment: Help Desk, Information Technology, System Administrator, Service Desk, Developer, Technology, Customer Service