Helpdesk Technician II

Oil-Dri Corporation of America•Chicago, IL

23d•$24 - $32•Hybrid

About The Position

This position serves as the first point of contact for teammates seeking technical assistance. The Helpdesk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to manage teammates of all technical skill levels. This role has a hybrid schedule, requiring onsite presence Monday - Wednesday at the Wrigley Building in Chicago, IL.

Requirements

BS in Computer Science or relevant subject preferred with 0 – 2 years’ experience or Associate Degree / A+ certification with 1 - 3 years’ experience
Ability to travel occasionally to remote facilities that may require an overnight stay.
Ability to work in an environment where conditions may include dust.
Ability to lift, carry, push/pull or otherwise move an object up to 30 pounds.
Must have an understanding of Microsoft operating system.
Must have experience upgrading/replacing PC hardware systems.
Must be able to work independently in a high-paced environment and exhibit strong written and verbal communication skills.
Must have working knowledge of Microsoft Office Applications.
Must have strong interpersonal, organization and technical skills.

Nice To Haves

Microsoft Certification a plus.

Responsibilities

Interview users to gather information about the problem and, if possible, lead the user through diagnostic procedures to determine the problem.
Log all support calls into the Help Desk Ticketing System to ensure all calls are tracked, responded to, and closed in a timely manner.
Resolve basic hardware and software issues, including installations and regular updates of all software, and connecting PCs, monitors, printers, etc., to the network.
Use problem-solving and analytical skills to troubleshoot hardware and software to find the root cause of the issue, including remote troubleshooting.
Direct unresolved or more complex issues to the next level of support in a timely manner, including documentation of troubleshooting steps already taken.
Maintain all Oil Dri IT assets in an inventory database by tracking all serial numbers to ensure all resources are always accounted for.
Configure and install new PCs, and assist the user in adapting to their new system as smoothly as possible.
Keep current with the latest in PC hardware and software technology.
Use technology for productivity improvements in the office and in off-site field locations.
Perform other appropriate functions as directed by the Technical Services Manager.
Other duties as assigned.