IT Service Desk Technician

R.M. Chin & Associates, Inc.; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401K

PTO

Parental leave

Medical insurance

Dental insurance

Vision insurance

Certification reimbursement

Job summary

R.M. Chin & Associates, Inc. in Chicago, IL is seeking an IT Service Desk Technician to provide exceptional end-user support for desktops, laptops, conference room AV equipment, and software applications.

As a Tier 1/2 frontline agent, you will diagnose and resolve issues with Windows 11 and Mac systems, manage accounts and access, maintain the knowledge base, and ensure timely communication while upholding CHIN’s service standards.

Qualifications

• Bachelor's degree in IS/IT/CS or related field.
• Minimum 2 years' end-user support experience.
• Strong Windows 11 and macOS knowledge.
• Excellent interpersonal and problem-solving skills.

Responsibilities

• Diagnose and resolve end-user hardware, software, and connectivity issues.
• Serve as Tier 1/2 front line support for desktop, conference room AV, and apps.
• Maintain incidents using ITSM tools and meet SLAs.
• Create and update knowledge base and SOP documentation.

Skills

End-user support

Customer service

Communication

Problem solving

Education

B.S. in Information Systems or IT or CS

Tools

Windows 11

Mac OS

Hardware troubleshooting

Job description

Location: 550 W Jackson Blvd, Chicago, IL 60661

$55 - 75K (Depending on Experience) – Full Time with Benefits

Looking to advance your career? Take your skills to the next level with us! R.M. Chin & Associates, Inc. (CHIN) is seeking an IT Service Desk Technician to provide exceptional customer service by supporting end users and working with a wide range of technologies. The individual will be responsible for serving as a Tier 1 / Tier 2 point of contact for all technical support requests related to desktop and end user computing, conference room A/V equipment, and software applications.

Qualifications:

• Minimum 2 years’ experience providing end user support
• B.S. in Information Systems or Information Technology or Computer Science related field
• Enjoys interacting with users and solving problems of varying degrees of complexity
• Excellent knowledge of Windows operating systems, especially Windows 11 and Mac’s
• Hands on hardware troubleshooting experience including laptops, desktops.

Technical Troubleshooting & Resolution:

• Diagnose and resolve end-user and in-office hardware, software, and connectivity issues.
• Acts as the front line solving immediate, everyday tech issues as Tier 1 / Tier 2 support.
• Diagnose and document SaaS applications and core application platform issues.
• Drive the resolution of basic issues related to desktop, mobile, applications, remote access and remote users.

Incident, Request and Asset Management:

• Monitor & track incidents and requests using CHIN’s ITSM tool to ensure adherence to SLAs, appropriate communication to the end-user, and timely resolution.
• Assist with asset management across software and hardware assets. Work with leadership to conduct quarterly asset reviews and assist with asset refresh cycles.
• Assist with root cause analysis for recurring issues by investigating, documenting and recommending permanent solutions.

User Access & Security:

• Manage user accounts, permissions, and access requests across various platforms and applications.
• Handle password resets, multi-factor authentication (MFA), and role-based access control (RBAC) provisioning.

Knowledge Base & Documentation:

• Maintain detailed records of solutions, workarounds, and best practices in the help desk knowledge based.
• Assist with the creation of end-user self-help and SOP documentation to be published on the IT portal.
• Provide feedback and recommendations to improve existing documentation and training materials.

Customer Service & Communication:

• Deliver high-quality customer service, maintain professionalism and clear communication throughout interactions.
• Provide status updates to users and internal stakeholders regarding incidents and request progress and resolution times.
• Serve as an educator for the end-user, helping them understand existing IT capabilities and sharing security related best practices.

Proactive Monitoring & Maintenance:

• Support proactive monitoring of critical systems and services to identify potential issues before they impact users.

Required Skills

• Familiarity with the Microsoft 365 suite of applications, including Outlook, Teams, SharePoint.
• Understanding of modern security principles and capabilities.
• Strong communication skills including verbal and written communication
• Strong customer service with a positive attitude and demeanor.

Job Offer:

• Competitive base salary between $55 – 75K, depending on experience and skills
• Annual bonuses are based on individual and company performance.
• 401K yearly profit-sharing contribution.
• PTO.
• Parental leave.
• Medical, dental, and vision insurance.
• Relevant certifications and courses reimbursed.

R.M. Chin & Associates, Inc., M/W/DBE/ACDBE is an Equal Opportunity Employer, offering comprehensive benefits and competitive pay.