Job Description
Aqueity is looking for a skilled
IT Help Desk Support Analyst , who is responsible for handling service requests for our clients requiring IT support. The Help Desk Support Specialist will work on-site in Lombard, IL, with our service delivery team to support and triage incoming issues on the following technologies: workstations, printers, servers, networks, and vendor-specific hardware/software. The ideal candidate has a true passion for technology and learning, enjoys problem solving, and has excellent customer service skills.
Responsibilities: - Provides IT Support relating to technical issues involving Microsoft’s core business applications, operating systems, and cloud services
- Supports disaster recovery solutions
- Provides technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Provides basic remote access solution implementation and support: VPN, remote services, and Citrix
- Monitors the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
- Triages and classifies incoming service requests by gathering information from clients and computer systems
- Documents and tracks all required information supporting accurate ticket reporting for the Service Desk
- Resolves service requests during the first phone call if possible, and escalates service requests to other resources as needed
- Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Displays an ability to patiently walk a user through the steps needed to address the issue
- Fast turnaround of customer requests - quickly and correctly identifies the user's issue or problem, recommending the most efficient solution to address the issue
- Answers all web-based inquiries and phone calls within the response time goals for the Service Desk
- Documents basic support processes and knowledge base articles for recurring issues as needed, and escalates identified recurring issues to next level support engineers
- Ability to work in a team and communicate effectively - maintains a positive and friendly attitude towards all team members
- Handles difficult situations calmly and with confidence
- Displays empathy for our technology users and their day-to-day challenges
- Maintains good organization and follows each user service issue through to completion
- Productively fills down-time to improve our technology infrastructure and our organization
- Proactively makes suggestions for solutions to our most recurring user requests and technology service issues
- Improves customer service, perception, and satisfaction
- Other duties as assigned
Requirements: - Minimum high school diploma and 2+ years’ experience in end user technical support role in a related technical support discipline, or equivalent combination of education and experience
- Relevant experience in a technical support role, creating help tickets and handling end user support
- Advanced understanding of operating systems, business applications, printing systems, and network systems
- Experience working with an IT managed services provider or IT consulting firm strongly preferred
- Experience with ConnectWise and/or Kaseya preferred
- Certifications preferred (e.g. CompTIA A+, Microsoft MTA/MCSA, etc.)
- Strong verbal/written communication skills including telephony skills, active listening, and customer-care, and detailed documentation skills
- Ability to translate "IT" speak for the customer and create tangible action items
- Strong problem solving and diagnosis skills of technical issues, ability to "think outside the box"
- Ability to multi-task and adapt to changes quickly while managing competing priorities
- Technical awareness: ability to match resources to technical issues appropriately
- Understanding of various support tools, troubleshooting techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details
- Self-motivated with the ability to work in a fast-paced environment
- Able to work in a team-oriented environment and communicate effectively
- Current active drivers’ license with active auto insurance
- Able to lift computer equipment, approx. 40lbs.
Why Work for Aqueity? - Competitive salary: $45-60k depending on experience
- Bonus program
- Excellent healthcare benefits (medical, dental and vision)
- Company paid basic dental, life and AD&D, short/long term disability insurance
- Retirement savings account employer match
- Ongoing training and development
- Paid Time Off program
- In-office highly collaborative work environment, with partial remote work option
- Business casual dress code
- Quarterly company lunches
- Fun work culture - on demand video games/foosball, team building events
- The best coworkers you could ask for
- Great place to learn and grow in IT!
Job Tags
Full time, Temporary work, Casual work, Remote job,