HelpDesk Analyst

Clarity Partners LLC•Chicago, IL

3d•$50,000 - $60,000•Onsite

About The Position

Voted one of Chicago's Best Places to Work by the Chicago Tribune for the ninth year in a row, Clarity Partners is hiring! Clarity Partners is seeking a Help Desk Analyst II local to Chicago, IL to support a large client of ours. In this position, you will serve as a first point of contact for end users, resolving and escalating issues reported by phone, walk-in, voicemail, fax, and email, while helping maintain Help Desk documentation and procedures. This position is on-site.

Requirements

Associate degree or 2+ years of college-level coursework, or equivalent work experience.
2+ years of experience working in a Help Desk environment.
2+ years of experience in a customer service and/or information technology environment.
Strong customer service orientation with excellent verbal and written communication skills.
Experience using remote-control/remote-support tools to diagnose and resolve issues.
Strong attention to detail and ability to follow established procedures.
Ability and willingness to contribute to process improvement.

Nice To Haves

A+ Certification preferred.
Experience in a healthcare environment preferred.

Responsibilities

Provide friendly, efficient, and professional customer service to all end users contacting the Help Desk.
Answer, log, and track incoming issues and requests received by phone, walk-in, voicemail, fax, and email.
Evaluate the severity and priority of each customer issue or request.
Attempt first-call resolution whenever possible and practical.
Assign calls to the appropriate individual or support queue based on information gathered.
Follow up with customers to confirm resolution or communicate the status of in-progress issues.
Escalate unresolved issues through the proper support channels.
Maintain and update Help Desk manuals, contact sheets, location sheets, and support policies and procedures.
Provide clerical, administrative, and organizational support to the Help Desk Manager as needed.
Function as a collaborative team member within the Help Desk and broader HIS department.