Help Desk Technician - Tier I

CDS Office Technologies•Lombard, IL

6d•Onsite

About The Position

CDS Office Technologies is the premier Managed Technology Services Provider in the Midwest and we are looking to add to our ever-growing team of IT professionals! We are looking to fill immediate openings in the position of Help Desk Technician. CDS offers an exciting, fast paced, environment where employees are frequently exposed to new learning opportunities as well as bleeding-edge technology, hardware, and software. With 9 locations and 50 years in business, CDS offers a diverse work environment for career-minded individuals who want to excel in the field of IT / Technology and who have a desire to advance their skillset and ultimately their career. Applicants should be friendly, enthusiastic, and driven with a strong work ethic.

Requirements

At least two years of experience as a Help Desk Technician and/or experience in call centers, customer, service, or IT.
Familiar with various computer and operating systems.
Must know how to use software management tools and troubleshooting techniques.
Excellent interpersonal and customer service skills
Problem-solving and critical-thinking skills
Excellent written and verbal communication skills
Ability to quickly diagnose and resolve technical issues
Exceptional teamwork and leadership skills to help other technical support workers
Ability to learn new technologies and implement them
HS diploma or GED equivalent required.

Nice To Haves

College degree in computer science, network administration or computer programming preferred.
Additional training certificates in IT infrastructure, network administration, and computer repair are beneficial.

Responsibilities

Monitor and respond to IT support tickets in a timely manner
Providing solutions and advice on technical client issues via phone, email and chat
Manage and configure user accounts for various cloud platforms
Troubleshoot and resolve network and computer issues
Install printers and other peripheral hardware
Monitor and manage scheduled backups
Repair and upgrade existing computers – remotely
Assist with training clients on new technology implementations
Configure and manage VOIP phone system - remotely
Assist Tier 2 or Tier 3 engineers remotely with technical issues
Creating manuals for technical training
Using feedback from customers to improve problem-solving techniques and customer service
Documenting and analyzing technical issues and customer interactions
Stay current with best practices on how to help customers with technical issues
Assist internal staff as needed