IT Service Desk Analyst

Impact Networking • Lake Forest, IL

63d • $52,500 - $55,500 • Onsite

About The Position

The IT Service Desk Analyst provides remote technical assistance and support to contracted customers, delivering excellent customer service while troubleshooting and resolving hardware, software, and end-user technology issues. This role uses ticketing systems to document incidents, follow up to confirm resolution, identify recurring disruptions, and support onboarding of new clients and users, with a strong focus on learning new technologies and helping ensure client environments remain secure and running optimally. The Service Desk is based out of the Unified Support Operations center on Impact's corporate campus and provides 100% in-house, technical support for clients. Impact's Unified Support Service Desk provides 24/7/365 client support.

Requirements

• One of the following: technical-related degree; industry certification; or experience in a service desk, helpdesk, call center, or other technical support role.
• Basic technical understanding of Microsoft and/or Apple operating systems.
• Basic technical understanding of networking, wireless technology, and printers/print solutions.
• Basic understanding of mobile operating systems and MDM solutions for iOS, Android, and Windows mobile devices.
• Ability to provide excellent customer service via phone and text-based support channels.
• Ability to diagnose technical issues using remote management software/tools and communicate solutions clearly to non-technical users.
• Ability to document technical issues in a timely fashion with strong attention to detail and accuracy.
• Ability to operate under pressure, make quick but rational decisions, and remain patient, empathetic, and adaptable in a fast-paced environment.
• Required: ability to do some light lifting; good typing skills; strong grammar skills.

Nice To Haves

• bilingual

Responsibilities

• Provide excellent customer service, including polite communication under stressful situations, timely updates, and a willingness to go above and beyond to help customers.
• Provide remote technical assistance and support for incoming queries and issues from contracted customers related to technology needs.
• Troubleshoot and support end-user hardware and software issues, including copiers, printers, scanners, and Microsoft Windows and Office.
• Use ticketing systems to document issues and resolutions accurately and in a timely fashion.
• Follow up with customers to ensure open issues have been resolved and gather feedback on service and computer issues.
• Run historical reports to identify recurring service disruptions and opportunities for improvement.
• Document problem resolutions and support processes to improve knowledge sharing and consistency.
• Assist with onboarding of new clients and users.
• Install, modify, and repair computer hardware and software; run diagnostic applications to resolve problems.
• Perform additional responsibilities as assigned by management.

Benefits

• 5-year Tiffany & Co. Gift Card, 10-year Custom Rolex, 20-year $20,000 Check incentive rewards
• Valuable time off with up to 20 days of PTO, 7 Paid Sick Days, 12+ paid holidays, and Paid Parental Leave
• Development and growth opportunities with on-going training & continued education reimbursement
• 401(K) & retirement plans with complimentary financial advisory services
• Comprehensive health, disability, life, dental, and vision plans

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree