Helpdesk Technician I

The Imagine Group•Grayslake, IL

1d•Onsite

About The Position

The Help Desk Technician I will act as the primary support representative in logging and responding to customer and internal user service requests. Supports troubleshooting with other staff to solve more difficult technical issues. Position requires hands-on and remote experience supporting MS Office, Exchange, and Outlook, as well as custom software and other technologies. This is an onsite position - Monday through Friday at our Grayslake facility.

Requirements

Two-year AAS or equivalent IT related education or equivalent work experience.
Understanding and experience with Active Directory.
Working knowledge of IT Service Management and Information Technology Infrastructure Library.
Knowledge and experience with both Macintosh and Windows systems.
Ability to relate well in a customer service role with end users.
Ability to balance multiple issues in a fast-paced environment.
Ability to prioritize.
Good time management skills.
Familiarity with incident or call tracking response systems.
Ability to communicate clearly and professionally, both verbally and in writing.
Ability to work well within a team.
Ability to think critically.
Excellent problem-solving skills.

Nice To Haves

Experience supporting a manufacturing environment a plus

Responsibilities

Respond and use diagnostic tools/techniques to identify and resolve technical problems submitted via helpdesk tickets, phone calls, and emails from end-users. Escalate complex tickets to next level support.
Document and maintain computer inventory
Provide customer service and support to employees with software and hardware issues for both Windows and Apple systems.
Active Directory – Create accounts, alter permissions.
Manage Office 365 Email Accounts and Distribution Groups
Troubleshoot LAN and WAN and VPN connections
Follow Standard Operating Procedures as assigned.
Assist with setup, configuration, and maintenance of computer systems, software and peripherals on both Windows and Apple systems.
Assist in the deployment of new hardware and software and ensure all IT equipment is functioning properly and is up to date.
Assist with all company meetings using AV equipment – microphones, speakers, video camera, sound board.
Assist with printers.
Assist with telephone system.
Familiarity with Microsoft Outlook, Teams, Word, Excel and PowerPoint.
Ability to participate in an on-call schedule.