IT Service Desk Technician

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

Benefits offered by this job

401K matching

PTO

Parental leave

Medical, dental, vision insurance

Certifications reimbursement

Job summary

R.M. Chin & Associates is hiring an IT Service Desk Technician to provide exceptional end-user support onsite in Chicago. You will serve as a Tier 1/2 contact for desktop, software, and A/V issues, diagnosing problems and guiding users through solutions.

The role requires a minimum of 2 years’ experience, a B.S. in a related field, and strong knowledge of Windows 11 and Mac OS. Onsite environment with full benefits and growth opportunities.

Qualifications

• Minimum 2 years' experience providing end-user support.
• Strong interaction with users and problem-solving across varying degrees of complexity.
• Excellent knowledge of Windows OS (Windows 11) and Mac OS; hardware troubleshooting.

Responsibilities

• Provide Tier 1/2 support for desktop, end-user computing, and conference room A/V equipment.
• Document and diagnose SaaS and core application issues; resolve basic tech problems.
• Monitor incidents and requests in ITSM tool; assist with asset management and documentation.

Skills

End-user support

Customer service

Windows 11

Hardware troubleshooting

Microsoft 365

Security best practices

Communication skills

Education

B.S. in Information Systems / IT / CS

Tools

Windows/macOS hardware

Microsoft 365 suite

Job description

IT Service Desk Technician
R.M. Chin & Associates – Fully Onsite

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.