IT Help Desk Support - Specialist II

Nippon Express USA•Des Plaines, IL

4d•$68,000 - $83,000•Onsite

About The Position

We are looking for an IT Help Desk Specialist to join our IT Systems Division team at Nippon Express USA. He/she will be engaging in various aspects of planning, implementing, overseeing, and maintaining server and network infrastructures.

Requirements

Multi-task, prioritize and consistently meet deadlines, follow up and effectively use time.
Communicate technical ideas clearly and effectively, both orally and in writing to train and provide support to users
Communicate technical ideas in terminologies users can understand when resolving issues with users.
Train and instruct employees in the proper use of computers and network system functions and resources.
Effectively carry out difficult and complex assignments, while exercising independent judgment and initiative.
Establish and maintain good rapport and cooperative relationship with co-workers and end-users.
Considerable knowledge of the operation and maintenance of computers in a network system, including techniques for installing, testing, and troubleshooting.
Proficient with Microsoft Office365, including Microsoft Outlook and other related software.
3 years with a single organization working on a helpdesk or 1 year of progressively responsible work experience which demonstrates the ability to perform the duties of the position.
Must have a strong work ethic, demonstrate attention to detail and have excellent time management skills.
Experience with Microsoft Technology and RDP

Nice To Haves

Label printers and hand-held scanning devices (preferred)
Bachelor's degree in a computer related field or diploma/GED and currently enrolled in college pursuing a degree in computer related field (preferred)
A+ certifications such as A+, MCP, MCSE etc. preferred

Responsibilities

Monitors ticketing system for incoming requests and incidents with the goal to resolve issues efficiently or escalate accordingly.
Documents all pertinent end user identification information, including name, department, contact information, nature of problem or issues and solutions provided
Prioritizes and schedules ticket requests and incident reports response and escalates problems (when required) to the appropriately experienced technician.
Manages incoming help requests from end users via tickets in a courteous manner and responds to request and incident reports from users by walking them through the problem-solving process.
Provides hardware and software support of PC’s and network/telecommunications system infrastructure equipment; including installs, upgrades, and problem troubleshooting related to hardware, software and other equipment.
Diagnoses, tracks, resolves and documents problems and assists in drafting knowledgebase articles based on commonly reported issues and educational queries
Installs, configures and tests new and updated releases of end-user software systems and computing equipment through various methods (i.e manual process, RDP, Microsoft Teams, etc.)
Advises, trains, and assists users on how best to utilize systems and ensures installation of desktop hardware and software according to established standards.
Performs password and other various levels of security support on system
Performs other duties as assigned.