Help Desk Analyst II - On-Site Support & First-Call

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

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.