Help desk Support

Global Channel Management, Inc; Chicago (IL); Hybrid; USD 50,000 - 65,000; Full time

Job summary

A dynamic IT support company is looking for a Helpdesk Support professional in Chicago. The ideal candidate will have over 3 years of experience in desktop and technical support, providing outstanding customer service in a hybrid environment. Responsibilities include resolving desktop issues, maintaining knowledge databases, and supporting hardware and software solutions.

Qualifications

• 3+ years of experience in helpdesk support, providing technical advice and guidance.
• Ability to troubleshoot hardware and software issues efficiently in a fast-paced environment.
• Maintains knowledge database and call tracking for quality enhancement.

Responsibilities

• Provide customer support for desktops, laptops, email, VPN, and hardware issues.
• Log calls into the problem tracking system and resolve incidents.
• Work with backline teams to prevent issues and facilitate resolution.

Skills

Hybrid

Desktop support

Helpdesk

Technical support

Onsite

IT

Job description

Helpdesk Support needs 3+ years experience

Helpdesk Support requires:

• Hybrid
• Desktop support
• Helpdesk
• Technical support
• Onsite
• IT
• Provide customer support for desktops, laptops, email, VPN, connectivity, hardware, printing, etc. in a fast-paced corporate help desk environment.
• This involves logging calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary.
• Will work with backline teams and operations to prevent problems, facilitate problem resolution, and provide overall outstanding customer service.
• Responsible for software and hardware support.
• Provides technical advice, guidance and informal training to customers using hardware and software programs
• Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
• Performs root cause analysis and develops checklists for typical problems.
• Recommends procedures and controls for problem prevention.
• Maintains knowledge database and call tracking database to enhance quality of problem resolutions.
• Works in a team setting, sharing information and assisting others with calls.