Help Desk Support Specialist

The Chicago School of Professional Psychology•Chicago, IL

3d•$27 - $33•Hybrid

About The Position

The Community Solution is currently seeking a Help Desk Support Specialist to join the team. The Help Desk Support Specialist responds to phone calls, tickets, chats, emails and walk-up requests for technical support from over 12000 students and 3000 faculty and staff members located throughout the country. The Help Desk Support Specialist uses their technical knowledge and analytical skills to diagnose and resolve issues for students, staff, and faculty who use our business office systems. The Help Desk Support Specialist accurately documents and escalates issues when they are unresolvable. This position will be 7AM – 3PM Monday – Friday – Hybrid onsite/offsite and will likely become fully remote before the end of year. The Community Solution operates on a hybrid remote/in-office work schedule. Employees must be flexible to cover onsite shifts as needed.

Requirements

This candidate is one who collaborates effectively, communicates openly, and contributes positively to team dynamics. The ideal individual will work well with others, build strong working relationships, and integrate seamlessly into our existing team culture while supporting shared goals.
Excellent interpersonal, verbal, and written communication skills with the ability to translate technical concepts into user-friendly language
This individual should be a self-starter who is goal driven to find solutions. Must be able to work independently while researching solutions to complex issues before escalating them.
Strong customer service skills: Patience, attentiveness, emotional intelligence, strong problem-solving skills, active listening, empathy, ability to communicate clearly and ability to use positive language.
Demonstrated proficiency with Windows Operating Systems, macOS, Microsoft 365 (Office 365), Azure, HD ticketing systems, Active Directory, Microsoft Teams, PowerShell, VPN, MFA, RDP, SharePoint, Zoom, Outlook, and multiple web browsers.
Knowledge of networking concepts and the ability to troubleshoot network printing and wireless client issues.
Excellent follow-through and attention to detail .
Ability to work flexible shifts, which may include evenings and/or weekends during peak periods.
Bachelor’s degree or equivalent job experience required
2-3 years of experience working in a Help Desk or Service Desk environment on a Windows platform.
Minimal travel required
Must be flexible to cover other agent shifts and come onsite as needed by management.
Must be able to lift 50 lbs.

Nice To Haves

Microsoft certifications are a plus
Experience working in Higher Education is a plus

Responsibilities

Provide white glove customer service while responding to phone, email, and walk-up requests from our students, staff, and faculty.
Must possess excellent oral and written communication skills to effectively support and communicate with end users.
Use technical, analytical, and communication skills to accurately identify client needs and provide solutions.
Thoroughly document user problems and resolutions in Help Desk Tickets and timely escalation when needed.
Proactively identify opportunities to create and update Knowledge Base articles to better support the community and enhance IT Services resources.
Identify critical customer and system issues and escalate to the appropriate person or group using established procedures.
Responsible for remote and onsite support for conference rooms, classrooms and workstations.
Reinforces IT technology standards and processes, in accordance with directives from IT leadership.
Actively contributes to the development and implementation of communications, training materials, and programs that promote the adoption of technology and reduce support requests.
Participate in special projects and other duties as assigned.