IT Help Desk Support Technician
Company: Aqueity
Location: Lombard
Posted on: May 27, 2023
Job Description:
**LOCAL CHICAGOLAND CANDIDATES ONLY - THIS IS NOT A REMOTE
POSITION**Aqueity is looking for a skilled -IT Help Desk Support
Technician, who is responsible for handling service requests for
our clients requiring IT support. The Help Desk Support Technician
will support and triage incoming issues on the following
technologies: workstations, printers, servers, networks, and
vendor-specific hardware/software.Essential Duties and
Responsibilities
Provides IT Support relating to
technical issues involving Microsoft's core business applications,
operating systems, and cloud servicesSupports disaster recovery
solutionsProvides technical support at the network level: WAN and
LAN connectivity, routers, firewalls, and securityProvides basic
remote access solution implementation and support: VPN, remote
services, and CitrixMonitors the remote monitoring and management
system alerts and notifications, and respond accordingly through
service ticketsTriages and classifies incoming service requests by
gathering information from clients and computer systemsDocuments
and tracks all required information supporting accurate ticket
reporting for the Service DeskResolves service requests during the
first phone call if possible, and escalates service requests to
other resources as neededCommunicates with customers as required:
keeping them informed of incident progress, notifying them of
impending changes or agreed outagesDisplays an ability to patiently
walk a user through the steps needed to address the issueFast
turnaround of customer requests - quickly and correctly identifies
the user's issue or problem, recommending the most efficient
solution to address the issueAnswers all web-based inquiries and
phone calls within the response time goals for the Service
DeskDocuments basic support processes and knowledge base articles
for recurring issues as needed, and escalates identified recurring
issues to next level support engineersAbility to work in a team and
communicate effectively - maintains a positive and friendly
attitude towards all team membersHandles difficult situations
calmly and with confidenceDisplays empathy for our technology users
and their day-to-day challengesMaintains good organization and
follows each user service issue through to completionProductively
fills down-time to improve our technology infrastructure and our
organizationProactively makes suggestions for solutions to our most
recurring user requests and technology service issuesImproves
customer service, perception, and satisfactionOther duties as
assignedRequirements
High school diploma and 2+ years'
experience in a related technical support discipline, or equivalent
combination of education and experienceRelevant experience in a
technical support role, creating help tickets and handling end user
support Advanced understanding of operating systems, business
applications, printing systems, and network systemsExperience
working with an IT managed services provider or IT consulting firm
preferredExperience with ConnectWise and/or Kaseya
preferredCertifications preferred (e.g. CompTIA A+, Microsoft
MTA/MCSA, etc.)Strong interpersonal communication skills including
telephony skills, active listening, and customer-careAbility to
translate "IT" speak for the customer and create tangible action
itemsStrong problem solving and diagnosis skills of technical
issues, ability to "think outside the box"Ability to multi-task and
adapt to changes quickly while managing competing
prioritiesTechnical awareness: ability to match resources to
technical issues appropriatelyUnderstanding of various support
tools, troubleshooting techniques, and how technology is used to
provide IT servicesTyping skills to ensure quick and accurate entry
of service request detailsSelf-motivated with the ability to work
in a fast-paced environmentAble to work in a team-oriented
environment and communicate effectivelyCurrent active drivers'
license with active auto insuranceAble to lift computer equipment,
approx. 40lbs.Why work for Aqueity? Compensation and Benefits:
$45-65k per year depending on
experienceBonus programExcellent healthcare benefits (BlueCross
Blue Shield)Company paid basic dental, life and AD&D,
short/long term disability insuranceBenefits Menu perksRetirement
savings account employer matchPaid Time Off programIn-office highly
collaborative work environment, with partial remote work
optionBusiness casual dress codeMonthly company lunchesFun work
cultureGreat place to learn and grown in IT!Powered by JazzHR
Keywords: Aqueity, Lombard , IT Help Desk Support Technician, Professions , Lombard, Illinois
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