Service Desk Support Technician

Chicago, IL 60661

Posted: 09/20/2019 Category: Support Job Number: 12288


Service Desk Support Technician

 

 Our client is seeking a Service Desk Support Technician to join our Technology/Operations (TOps) team. This is a hands on role responsible for supporting our firm’ s technology needs while working with talented system administrators, developers, and technology professionals in a highly leveraged data and analytics driven environment. The candidate must have strong customer service and communication skills as well as prior technical troubleshooting experience. This is an opportunity for a Service Desk Support Technician to gain strong experience in a fast paced environment and have long-term career growth opportunities.   

 

Responsibilities
  • Ensures that excellent customer service is provided at all times
  • Participates in day-to-day activities/support as well as project work for the IT service desk team
  • Executes service desk projects such as new installations, upgrades, and improvements
  • Participates in the deployment, life-cycle maintenance, inventory, monitoring, and support of all IT service desk systems including but not limited to: servers, PCs, phones, hardware and software
  • Ensures timely response to all requests for service during and after hours; documenting each in the service desk tool (ticket creation)
  • Responds to all service desk tickets, phone calls, and system generated alerts
  • Aligns and prioritizes work based on key performance indicators (KPIs) against SLAs for the service desk team.
  • Helps to identify deprecated service and opportunities for improvement
  • Collaborates with Cyber Security and Infrastructure teams to ensure that security, administration, and support is appropriate and prioritized

Requirements
  • Bachelor' s degree, preferably in a quantitative, technical-related discipline, or equivalent work experience in areas of service desk support and leadership
  • 1+ years of service desk support
  • Experience and knowledge in service desk ticketing systems, PC life cycle support, Microsoft Office, Microsoft Operating systems, asset management, hardware and software support
  • Familiar with networking technologies, server support, active directory, and Microsoft Exchange
  • Compulsively organized and driven to bring order and direction to fluid environments
  • Structured problem solving skills; experience using systematic and fact-based processes to determine root cause and improve operations and support for mission critical services
  • Oriented toward optimization and efficiency in process
  • Experience working within governing controls such as Change Management, Incident Management and Continuity Management
  • Demonstrated expertise in establishing a culture of positive collaboration among cross-functional teams comprised of diverse personalities, skill sets and levels of experience
  • Highly developed communications skills to clearly articulate the business and technical requirements required for service delivery
  • Effectively conveys a sense of urgency and bias for action

 

Kelly Hallgren

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