Helpdesk Technician II

  • Prosum,
  • Chicago, IL
  • 1 day ago
Help desk, Technical support, VMware, VMware vSphere, Service desk, Microsoft Windows 7, Microsoft Windows Server 2008, Software, Networking, Microsoft SCCM, Microsoft SharePoint, Microsoft Office, Group policy, Hardware, IT management, Active Directory, Backup, DHCP, DNS, ITIL
Contract W2
Depends on Experience

Job Description

Remote until COVID restrictions lift then onsite in Chicago- Local candidates only
<>Position Summary

The Helpdesk Technician II provides support and is responsible for answering and resolving technical support calls from employees in our corporate headquarters, 13 remote sites in the US, backup to 9 sites internationally, and approximately 350 additional users from within our remote sales force for a total of approximately 2500 users. This position will resolve basic and advanced technical issues both software and hardware related. This position will also be the IT departments go to technicians when project help is needed. The Helpdesk Technician II reports directly to the Helpdesk Supervisor.

<>Position Responsibilities
  • Successfully answers and resolves incoming technical support issues through email or technical support help line
  • Provides assistance and training to other Helpdesk technicians in solving more technical problems and inquiries. Refers problems and inquiries to more experienced technical staff or management if necessary.
  • Assists IT management and other senior IT technical staff in developing departmental and Helpdesk guidelines and operating procedures.
  • Train other staff and stakeholders on technical issues as needed.
  • Contributes to cumulative call and ticket SLA’s
<>Position Requirements

Knowledge, Skills, and Abilities:

Required:

  • Willingness to work as part of a team and contribute to the success of the group.
  • Demonstrated ability to identify and understand complex issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.
  • Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
  • Ability to manage calls (within ACD phone system preferred).
  • Demonstrated ability to effectively take action to solve advanced problems while exhibiting sound judgment and successful stress tolerance.
  • Excellent organizational skills, including the ability to work effectively under pressure and deal with multiple priorities.
  • Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
  • Results-oriented to ensure delivery of appropriate products and services in an accurate, complete, and timely fashion.

Education/Experience:

Required:

  • Two (2) years of increasingly responsible experience performing helpdesk/service desk functions.
  • Mid-level understanding of networking, Windows 7/10, Active Directory, DNS, DHCP, Group Policy, Microsoft Office 2013, SharePoint, SCCM and backup utilities

Preferred:

  • Bachelor’s degree from an accredited college in Business Administration – Information systems or related field.
  • A++, MS, Cisco, ITIL, VMware certifications a major plus
  • Advanced knowledge and troubleshooting skills in the following: Windows 7/10, Windows Server 2008/2012/2016, VMware vSphere, VMware Horizon, SCCM
Dice Id : prosum
Position Id : SC21294
Originally Posted : 5 months ago
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