Sr. Help Desk Specialist (2)

CyberSearch; Chicago (IL); On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Helpdesk Specialist to enhance their Information Technology team. This full-time role involves providing exceptional support to users via email, phone, and in-person, ensuring efficient resolution of technical issues. You will play a pivotal role in managing support operations, onboarding and offboarding employees, and maintaining the firm's technology infrastructure. If you are passionate about technology and excel in customer service, this opportunity is perfect for you. Join a collaborative team where your contributions will directly impact the quality of service provided to clients and employees alike.

Qualifications

• 4-6 years in technical support for small to medium enterprises.
• Strong communication and problem-solving skills are critical.

Responsibilities

• Provide professional phone and desk-side support in a customer-facing environment.
• Assist with managing IT Service Management tool and asset inventory.

Skills

Active Directory Administration

Windows 10 Support

iPhone/iPad Support

Project Management

Troubleshooting

Virus and Malware Detection

Microsoft Exchange Administration

Desktop Image Management

Mobile Device Management

Cisco IP Telephone Administration

Education

Bachelor's in Management Information Systems

Bachelor's in Computer Science

Tools

IT Service Management Tool

Mobile Device Management Platforms

Cisco IP Telephone System

Job description

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Senior Helpdesk Specialist (2)
Location: NY (1) & CHI (1)
PERM

Interview: Video / Phone / F2F
Start: ASAP

We are currently seeking a full-time Senior Helpdesk Specialist to join our Information Technology team. This key role provides support requests via e-mail, phone, and in-person, during business and after-hours. The Help Desk Specialist prioritizes and responds to support requests and actively works to resolve issues while documenting results in an online ticketing system. The Help Desk Specialist works in a team environment that enables escalation to the Engineering team and other subject matter experts.

Reporting to the Helpdesk Manager, the Senior Helpdesk Specialist will be a versatile resource who has a passion for technology and enjoys solving technical problems while providing exceptional customer service. Primary to the success of this role will be the ability to help manage support operations, including assisting with rollouts of new services, equipment, and migration of applications.

Primary Job Responsibilities

• Provide professional, phone and desk-side support in a high-touch, customer-facing environment
• Assist with managing the firm's IT Service Management tool
• Track asset inventory of all user-related hardware/software
• Assist with onboarding and offboarding of employees, including the configuration of accounts, application access, and equipment
• Organize, set up, and execute technology for firm meetings with external parties
• Assist with managing the firm's audiovisual environment, including firm conference room technology
• Assist with managing the firm's mobility accounts
• Provide support coverage after-hours as part of an on-call rotation
• Identify recurring incidents and work with the team to find permanent solutions
• Document routine procedures and provide employees with training

Required Technical Skills

• Administration of Active Directory including creation, updates, and management of user accounts
• Extensive experience with supporting Windows 10 devices
• Experience supporting iPhone, iPad, and MiFi devices
• Strong project management skills – ability to quickly adapt to the firm's needs
• Troubleshooting of various types of desktop and laptop computers
• Virus and malware detection, prevention and removal techniques
• Experience with Microsoft Exchange (O365) administration
• Experience with desktop image creation, provisioning, and management
• Mobile Device Management platforms
• Administration of Cisco IP Telephone System

Candidate Characteristics

• Excellent communication skills, relationship building, and decisiveness are critically important
• Strong vendor management skills
• Strong technical background and problem-solving skills are critical
• Bachelor's degree in Management Information Systems or Computer Science preferred
• 4-6 years of experience in a technical support role in a small to medium enterprise
• Experience in a high-touch, professional, customer-service oriented organization

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