Service Desk Technology Support Analyst

Sonoma Consulting Inc.; Elk Grove Village (IL); On-site; USD 60,000 - 80,000; Full time

Job summary

A technology consulting firm is seeking a highly motivated Service Desk Technology Support Analyst to join their IT support team. The role involves managing endpoint technologies, providing support for ERP systems, and ensuring excellent customer service. Candidates should possess a Bachelor's degree and 2-4 years of relevant experience, along with skills in Active Directory and network troubleshooting. The position is based in Elk Grove Village, Illinois, and may require travel to remote sites.

Qualifications

• 2-4 years of relevant experience in IT support.
• Proven understanding of ERP systems and ITIL framework.
• Experience with Windows 7 and Mac OS X.

Responsibilities

• Provide initial Service Desk support for ERP systems.
• Administer Active Directory for end users.
• Maintain ownership of assigned tickets to meet SLAs.

Skills

Customer service skills

Technical aptitude

Communication skills

Network troubleshooting

Education

Bachelor Degree in computer related field

Tools

Active Directory

Microsoft Exchange

Microsoft Configuration Manager

Job description

Job Description

Halo Group is a premier provider of IT talent. We place technology experts within the teams of the world’s leading companies to help them build innovative businesses that keep them one step closer to their customers and one step ahead of the competition. We offer a meaningful work environment for employees, attractive and interesting engagements for consultants, and cutting-edge digital innovation for our customers. We delight in helping our customers execute their digital vision. Big projects or small, Halo Group knows that by combining the highest quality talent with our unwavering support, we will become an invaluable extension of the team. Halo Group's experienced consultants in Detroit, Atlanta and Dallas specialize in all areas of product/project governance, UX/UI, multi-platform applications, quality assurance/testing, cloud computing, and data analytics.

Job Title: Service Desk Technology Support Analyst

Position Summary:

We are looking for a highly motivated Technical Support Analyst to join our Service Desk IT support team. The Service Desk provides technology delivery and support services to the entire organization. The team is the main point of contact for IT service requests and problem resolution. As a member of this team, you will be involved in managing endpoint technologies and environments and you will have an opportunity to specialize in supporting specific business systems. This position is aimed at an individual whose career goals target leadership and project management.

This candidate should have a high degree of customer service and technical aptitude. This position requires familiarity with providing desktop and ERP system support for a mid-size to large organization. You will use your discretion, experience and judgment to plan and accomplish you team’s and individual objectives. The candidate must be comfortable working under minimal supervision. Periodic travel to remote plants located throughout North America (including Canada) is expected. This position is based at our corporate office in Elk Grove Village, Illinois and reports to the Technology Delivery and Support Services Manager.

Essential Duties and Responsibilities:

• Provide initial Service Desk support for ERP systems and user-facing IT related hardware and software.
• Administer Active Directory for end users (i.e. creating, updating, and removing user accounts).
• Maintain ownership of assigned tickets to ensure Service Level Agreement standards are met.
• Manage specific Endpoint environments (i.e. security patching, mobile device mgmt., asset mgmt.).
• Research emerging IT technologies and recommend technology solutions.
• Support and participate in projects and software implementations.
• Promote existing IT policies, standards and adaptation of technology.
• Maintain and develop documentation for system processes and procedures.
• Escalate urgent issues to higher tier support if unable to address the issue directly.

Qualifications

Essential Skills and Qualifications:

• Bachelor Degree in computer related filed and 2-4 years of relevant experience.
• Proven understanding of fundamentals of ERP systems.
• Solid understanding of ITIL framework.
• Proven understanding of Operating Systems including Windows 7, Mac OS X.
• Fundamental network troubleshooting skills (TCP/IP, DNS, DHCP).
• Experience working within Active Directory and Microsoft Exchange.
• Computer hardware repair and upgrade skills.
• Strong ability to effectively communicate with users and write user documentation.
• Ability to work within project teams throughout the business.

Desirable Skills and Qualifications:

• Fundamental understanding of Cisco IP Telephony (Call Manager, Unity).
• Experience with Microsoft Configuration Manager.
• A track record of successfully implementing and completing IT projects.
• Familiarity with administering EDI transactions is a plus.
• Experience leading projects and/or teams is a plus.