Help Desk Specialist - On-Site IT Support for Cloud Environments

Tusker; Downers Grove (IL); On-site; USD 40,000 - 45,000; Full time

Job summary

Tusker is hiring a Help Desk Specialist in Downers Grove, IL. This on-site role focuses on frontline support for hardware, software, and internet-related issues.

Responsibilities include phone support, remote desktop, server health checks, monitoring alerts, and timely ticket resolution to meet customer SLAs. The ideal candidate has 1+ years of computer/networking experience, strong communication, and the ability to document thoroughly.

Qualifications

• Minimum of 1+ years of computer / networking experience.
• High School education or GED; post-secondary education in the field.
• Must understand workstations, server, security, wireless, network infrastructure.

Responsibilities

• Provide phone support to Tusker customers, including remote desktop and server support.
• Monitor and perform routine server health checks for maintenance customers.
• Monitor service alerts from our tools, identify and resolve issues related to those alerts.
• Review, follow-up on and complete assigned activity in the ticketing system.
• Monitor service board and ensure tickets are worked within the customers’ SLA and promised timeline.
• Track progress on work performed to ensure open service tickets move toward completion.
• Escalate repeated or unresolved service tickets to the Service/Engineering Manager.
• Manage configuration changes of monitoring and management software to ensure high-level customer support.
• Provide and analyze reports on health and service history of contracted customers.

Skills

Communication

Attention to detail

Documentation

Customer service

Problem solving

Reliability

Time management

Learning mindset

Teamwork

Education

High School diploma or GED

Job description

Tusker is hiring a Help Desk Specialist in Downers Grove, IL. This on-site role focuses on frontline support for hardware, software, and internet-related issues.

Responsibilities include phone support, remote desktop, server health checks, monitoring alerts, and timely ticket resolution to meet customer SLAs. The ideal candidate has 1+ years of computer/networking experience, strong communication, and the ability to document thoroughly.