Help Desk Technical Analyst

Active Directory, Service Now, Help Desk, Service Desk, HD, Connectwise, N Central, Kaseya, Microsoft
Full Time
Depends on Experience

Job Description

BDO’s Core Purpose is Helping People Thrive Every Day. Our Core Values reflect how we manage our work, our relationships and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally. BDO Digital, LLC, a subsidiary of BDO USA, LLP, provides a holistic portfolio of technology, transformation services and solutions. We are an organization that values your time, talent, and contributions. Collaborate with BDO Digital’s cross-disciplinary team who work together to solve digital needs and unearth new opportunities to drive competitive advantage. Our commitment to each other is why BDO Digital is a recognized leader for our culture, employee satisfaction and career growth. We’re looking for people with the same drive; to combine teamwork with technology to produce amazing results. This individual will be responsible for accepting escalations and completing service requests, incidents and events within the established SLAs. The ideal candidate has experience working on a tier 1 or tier 2 help/service desk. This position reports to the Team Leader. Responsibilities
- Reviews ticketing and monitoring dashboards for timely assignment of tickets
- Checks, validates and updates ticket documentation (contact, ticket fields, etc.)
- Quickly and accurately prioritizes incidents and promotes proper Incident Management
- Troubleshoots, escalates, and/or resolves tickets within defined SLAs
- Leverages remote support tools to resolve support requests
- Appropriately manages expectations of clients and peers
- Identifies solutions for hardware, software, and network issues
- Assists with special projects as assigned
- Other duties as required

Qualifications

Education
- Bachelor’s degree with an accredited college in Information Technology, Computer Science or related field, preferred Experience
- One (1) or more years of experience supporting the Microsoft operating system environment and suite of products, and web/networked computing environments (Windows Server and Desktop, MS Exchange, Active Directory, etc.), required
- Ability to troubleshoot issues, identify solutions and appropriately escalate issues, required Software
- Microsoft Technologies, required
- Cloud, preferred
- Active Directory, required
- AutoTask, preferred Language(s)
- Bi-lingual in Spanish, preferred Other Knowledge, Skills & Abilities
- Experience with cloud, web and/or networked computing environments (Office 365, Windows Server, MS Exchange 2013 or 2016, Active Directory 2016, etc.), preferred
- Exposure to help desk processes and procedures with experience with service desk management tools
- Prior experience with IT Service Management systems (i.e. Remedy, ServiceNow, ConnectWise, Autotask, N-central, Kaseya, etc.), preferred
- Has a high degree of professionalism, attentiveness and communication excellence (both verbal and written)
- Ability to diplomatically interact and communicate with all levels within an organization
- Ability to apply proper office management practices and administrative support processes
- Strong analytical and problem solving skills; ability to remain calm under pressure and work in a fast paced environment
- Ability to work independently and within a team environment
- Must be local to Chicagoland

Dice Id : RTL66359
Position Id : 19514BR
Originally Posted : 3 months ago
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