Help Desk Analyst

Clarity Partners; Chicago (IL); On-site; USD 50,000 - 60,000; Full time

Job summary

Clarity Partners is seeking a Help Desk Analyst II local to Chicago, IL to serve as the first point of contact for end users and resolve issues reported by phone, walk-in, voicemail, fax, and email. On-site position with emphasis on documentation, procedures, and process improvement.

The role requires at least an associate degree or 2+ years of college, plus 2+ years in a Help Desk and customer service/IT environment. A+ certification is preferred, and healthcare experience is a plus.

Qualifications

• Associate degree or 2+ years of college coursework, or equivalent work experience.
• 2+ years of experience in a Help Desk environment.
• 2+ years of experience in a customer service and/or information technology environment.
• Strong customer service orientation with excellent verbal and written communication skills.
• Experience using remote-control/remote-support tools to diagnose and resolve issues.
• A+ Certification preferred.
• Experience in healthcare environment preferred.

Responsibilities

• Provide friendly, efficient, and professional customer service to all end users contacting the Help Desk.
• Answer, log, and track incoming issues and requests received by phone, walk-in, voicemail, fax, and email.
• Evaluate the severity and priority of each customer issue or request.
• Attempt first-call resolution whenever possible and practical.
• Assign calls to the appropriate individual or support queue based on information gathered.
• Follow up with customers to confirm resolution or communicate the status of in-progress issues.
• Escalate unresolved issues through the proper support channels.
• Maintain and update Help Desk manuals, contact sheets, location sheets, and support policies and procedures.
• Provide clerical, administrative, and organizational support to the Help Desk Manager as needed.
• Function as a collaborative team member within the Help Desk and broader HIS department.

Skills

Customer service

Verbal communication

Written communication

Attention to detail

Process improvement

Team collaboration

Education

Associate degree or 2+ years college

A+ Certification (preferred)

Tools

Remote-control tools

Remote-support tools

Job description

Voted one of Chicago's Best Places to Work by the Chicago Tribune for the ninth year in a row, Clarity Partners is hiring!

Clarity Partners is seeking a Help Desk Analyst II local to Chicago, IL to support a large client of ours. In this position, you will serve as a first point of contact for end users, resolving and escalating issues reported by phone, walk-in, voicemail, fax, and email, while helping maintain Help Desk documentation and procedures. This position is on-site.

Responsibilities:

• Provide friendly, efficient, and professional customer service to all end users contacting the Help Desk.
• Answer, log, and track incoming issues and requests received by phone, walk-in, voicemail, fax, and email.
• Evaluate the severity and priority of each customer issue or request.
• Attempt first-call resolution whenever possible and practical.
• Assign calls to the appropriate individual or support queue based on information gathered.
• Follow up with customers to confirm resolution or communicate the status of in-progress issues.
• Escalate unresolved issues through the proper support channels.
• Maintain and update Help Desk manuals, contact sheets, location sheets, and support policies and procedures.
• Provide clerical, administrative, and organizational support to the Help Desk Manager as needed.
• Function as a collaborative team member within the Help Desk and broader HIS department.

Requirements:

• Associate degree or 2+ years of college-level coursework, or equivalent work experience.
• 2+ years of experience working in a Help Desk environment.
2+ years of experience in a customer service and/or information technology environment.
• Strong customer service orientation with excellent verbal and written communication skills.
• Experience using remote-control/remote-support tools to diagnose and resolve issues.
• Strong attention to detail and ability to follow established procedures.
• Ability and willingness to contribute to process improvement.
• A+ Certification preferred.
• Experience in a healthcare environment preferred.

Clarity is committed to fair and equitable compensation practices. For the Help Desk Analyst II, the base salary range $50,000 - $60,000. The range represents a good faith estimate that Clarity reasonably expects to pay for this job at the time of posting. Compensation will depend upon an individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and ma