Help Desk Support Pro - On-Call & Customer-Focused

Htspc; Crestwood (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

Heritage Technology Solutions is seeking a Help Desk Support Representative to join our Crestwood, IL office. The role involves answering phones and emails, gathering problem details, and triaging requests to the appropriate support level.

You will use remote monitoring tools and ticketing software to resolve issues while maintaining a professional client-facing presence. The position requires excellent communication, multitasking, and a customer-service mindset with the ability to work after

Qualifications

• Associates Degree with CompTIA A+ certification or bachelor’s degree with relevant experience.
• Experience in a help desk or IT support role preferred.
• Ability to troubleshoot hardware/software in business environments.

Responsibilities

• Answer phones/emails to gather details about customer issues.
• Triage tickets and escalate to proper support levels as needed.
• Utilize remote monitoring/management and ticketing tools.
• Provide professional, helpful image to clients.
• Assist in maintaining time management to minimize downtime.

Skills

Excellent verbal and written comms

Multitask and switch gears

Problem solver

Patience with non-technical users

Customer service oriented

Working knowledge of computers/phones/

Education

Associates Degree + CompTIA A+ or Bachelor's with experience

Tools

Securence Hosted Exchange

SonicWall Firewalls/Syslog

ConnectWise Software

Labtech RMM

AllWorx IP Phones

Job description

Heritage Technology Solutions is seeking a Help Desk Support Representative to join our Crestwood, IL office. The role involves answering phones and emails, gathering problem details, and triaging requests to the appropriate support level.

You will use remote monitoring tools and ticketing software to resolve issues while maintaining a professional client-facing presence. The position requires excellent communication, multitasking, and a customer-service mindset with the ability to work after