Help Desk Technician

TEKsystems•Berwyn, IL

5d•$21 - $23•Hybrid

About The Position

The IT Service Desk Analyst provides first-line remote support to end users experiencing issues with computer hardware, software applications, mobile devices, and network connectivity. This role focuses on resolving Level 1 support requests, documenting incidents, troubleshooting technical issues, and escalating more complex problems when necessary. Comprehensive training on internal systems and processes is provided.

Requirements

Experience supporting Mobile Device Management (MDM) platforms such as: Microsoft Intune (preferred), MobileIron, AirWatch, MaaS360
Experience supporting iPhones and iPads, including: iOS troubleshooting, Application installations, Device connectivity issues, Device navigation and configuration
Active Directory experience, including: Password resets, User account management
Network connectivity troubleshooting
Documentation and ticket management
Experience supporting: Windows 11, Microsoft 365 / Office 365, Email systems, Printer troubleshooting

Nice To Haves

Experience with ServiceNow or similar ticketing systems.
Knowledge of MDM administration and mobile device support.
Experience with Microsoft 365 applications and services.
Familiarity with hardware support and troubleshooting.
Understanding of Windows operating systems and local area networks.
Active Directory administration
Windows 11 support
Microsoft 365 / Office 365 support
Email troubleshooting
Printer support
Mobile device troubleshooting (iPhone, iPad)
Network connectivity troubleshooting
Service desk ticket management
Basic hardware and software support
Documentation and reporting using Microsoft Office applications
Strong customer service orientation.
Excellent verbal and written communication skills.
Strong troubleshooting and analytical abilities.
Ability to explain technical concepts to non-technical users.
High attention to detail.
Adaptability in a fast-paced environment.
Patience, empathy, and professionalism when assisting users.
Ability to work independently and collaboratively within a team environment.
Associate's or Bachelor's degree in Computer Science, Information Technology, or related field preferred, or equivalent combination of education, training, and experience.
Minimum of 2 years of IT support or Service Desk experience preferred.
Previous experience in a Help Desk or Service Desk environment is beneficial.

Responsibilities

Respond to incoming phone calls, emails, and support requests from end users.
Log, track, and document incidents and service requests.
Provide technical guidance and support for hardware, software, mobile devices, and network-related issues.
Troubleshoot and resolve Level 1 technical issues.
Escalate complex issues to appropriate support teams following established procedures.
Perform software and hardware diagnosis, configuration, installation, and setup.
Ensure proper documentation, resolution, and closure of support tickets.
Support hardware and software upgrades, deployments, and installations.
Identify risks and opportunities related to system and environment changes.
Assist with implementation and configuration of operating systems and network solutions.
Deliver basic end-user training and technical guidance.
Replicate and troubleshoot reported technical issues.
Follow established technical standards, procedures, and support tools.
Prioritize incidents and monitor progress through resolution.