IT Help Desk Specialist — Tier 1 End-User Support

Shirley-Ryan-Ability-La

Chicago (IL)

On-site

USD 34,000 - 48,000

Full time

5 days ago

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Benefits offered by this job

Benefits package

Job summary

Shirley Ryan AbilityLab is seeking a Help Desk Specialist to provide Tier 1 hardware and software support for end users. You will install hardware, troubleshoot PCs and printers, and document resolutions while supporting the IS Operations team.

The role requires a High School degree, 3+ years of support experience, and travel to SRAlab remote sites in the Chicagoland area. A+ certification and familiarity with Cerner/Great Plains are pluses.

Qualifications

High School degree required; A+ certification preferred.
Minimum 3 years of network/application support experience.
Experience troubleshooting PCs and printers in a client-server environment.
Knowledge of Windows operating systems and MS Office.
Cerner and Microsoft Great Plains desirable.
Ability to travel to SRAlab remote sites in the Chicagoland area.

Responsibilities

Provide first tier end-user support via telephone in ACD Help Desk Environment.
Provide face-to-face support to end-users as directed by the Manager, IS Operations.
Resolve end users IS technology issues.
Install hardware, software and peripherals, troubleshooting basic hardware and software problems.
Document user interactions per established procedures.
Manage and document resolutions in assigned work queue to ensure issues are resolved, and appropriate trouble ticket documentation is captured.
Prepare status reports for all work performed per established routines and procedures.
Perform all other duties assigned by the IS Operations Manager.