Help Desk Agent, HYBRID

The Help Desk Agent needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer. They will also be responsible for administrative level tasks such as IMAC, on-boarding/off-boarding, installing/uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows/application support, and advanced knowledge in hardware support.

Shift: M-F, 9 AM-6 PM CST (Hybrid - 2 days in Schaumburg office, 3 days remote)

• Resolves advanced technical hardware and software issues.
• Provides resolutions to issues escalated by Level 1.
• Advanced knowledge in administrative tasks on workstations.
• Extensive knowledge in software, hardware, network, and peripheral support.
• Over the phone remote support and hands-on support to resolve technical issues.
• Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically.
• Schedules time to work with end users to resolve issues timely.
• Handles warm transfers from Level 1 staff on more complex issues.
• Tracks all work with detail and precision within the ticketing system.
• Acts as a support system for Level 1 staff to help them resolve level 1 issues.
• Owns and develops documentation for Level 1/Level 2 help desk staff.
• Drafts, approves, and publishes documentation into the KB for standard fixes.
• Acts as the go-to resource for client-based questions and support for Level 1.
• Proactively researches new technical systems to add new items to the KB.

• At least 2 years of previous help desk support experience. A+ Certification, HDI, ITILv3, preferred.
• Advanced Microsoft Office skills to include creating presentations, creating documents in Word to include advanced formatting, creating spreadsheets to include the use of macros.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, LAN/WAN/Router/Firewall architecture and configuration, VPN software, and supporting remote users.
• Understanding of Active Directory administration including account unlock, password reset, adding/removing users, OUs, memberships.
• Proficient with troubleshooting general Windows 7-10 issues.
• Knowledge of Citrix receiver and Citrix server functionality and Advanced knowledge in MS Office suite 2010-o365.
• Mid-level knowledge of imaging machines, SCCM, remote support tools.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook and o365.
• Support commonly used software, hardware, tablets, mobile devices, and network equipment.
• Familiarity with the fundamental principles of ITIL/SLA.
• Advanced knowledge in multiple ticketing systems including Service Now, Samanage, Manage Engine.
• Attention to detail in composing, keying, and proofing professional business materials.
• Strong communications skill both verbally and written.
• Customer-oriented with ability to listen to and anticipate needs of the customer.
• Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations.
• Creative with ability to think around problems and come up with creative solutions.
• Takes ownership and responsibility of an issues from start through to a successful resolution.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer’s issues.
• Quick study with ability to master a situation or learn new things with minimum direction or training.
• Adaptable with ability to switch tasks based on shifting priorities.
• Creative with ability to develop original solutions to problems.
• Interpersonal skills with ability to work well with all levels of the organization.
• Conceptual with ability to conceive mentally, formulate ideas, use imagination to achieve results.
• Detail-oriented with item-by-item focus, meticulous attention to detail with ability to proofread for accuracy.
• Strategic thinker in future-oriented terms who anticipates and considers external and internal elements with ability to develop long-term plans to leverage resources.
• Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines.
• Good listening skills with ability to receive information completely and understand what is being said.

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