Help Desk Technician

Alert IT Solutions Inc. Awarded Multi-Year, Multi-Million Dollar Contract by State of Illinois for IT Professional Services

Established in 1994, Alert IT Solutions, Inc. is a trusted leader providing specialized IT project resourcing, and consulting services to government agencies in the State of Illinois. With over 25 years of relevant experience in the Information Technology industry, Alert IT Solutions, Inc. has built enduring relationships with State of Illinois agencies.
Please learn more about us on Job Title: Sr. Help Desk Technician
Location: Chicago, IL (Hybrid onsite 1-2 days/week)
Employment Type: Contract

Client: State Of Illinois

Position Overview
We are seeking a detail-oriented and customer-focused Sr. Help Desk Technician to join our IT Service Desk team. The ideal candidate will be responsible for providing technical support, maintaining IT assets, and assisting in process improvements across various Service Desk functions. This role requires strong problem-solving skills, excellent communication, and the ability to manage multiple priorities in a dynamic environment.
Responsibilities:
1. Senior Service Desk Training and Development
Crosstrain with Senior Analysts to enhance technical knowledge and troubleshooting skills
Develop and maintain Knowledge Articles for standard Service Desk processes
2. IT Service Desk Storage Closet Management
Organize and manage Service Desk inventory
Relocate equipment and supplies from the 11th floor to the 10th floor storage room
3. Audio/Video Support
Provide A/V technical support for standard BP meetings across conference rooms
Ensure reliable setup and operation of meeting room equipment
4. Asset Management
Perform monthly audits of IT assets
Maintain and update the digital inventory spreadsheet for accuracy
5. Desktop Engineering Support
Assist in investigating and resolving hardware system vulnerabilities identified by Cyber Security
Collaborate with engineering teams to ensure compliance and system security
6. Service Desk Standard Operating Procedures (SOPs)
Support in clearing backlog of Service Desk tickets
Follow and improve standard operating procedures for efficiency

Qualifications:
Associates degree in the IT field or equivalent work experience required. Undergraduate degree preferred.
At least one year of prior professional experience in customer-facing, IT Service Desk role required, three years preferred.
Must have excellent interpersonal, communication, and problem-solving skills.
At least one year of prior professional support experience with Microsoft Office and Windows required, three years preferred.
Microsoft MOUS, A+ Hardware and Operating Systems certification preferred.