Help Desk Specialist

US-IL-Schaumburg | US-IL-Buffalo Grove | US-IL-Rolling Meadows | US-IL-Rosemont
2 weeks ago
Job ID
2017-1265
Subsidiary
Ceannate
Category
Infrastructure

Overview

Help Desk Specialists are responsible for ticketing and phone support as well as on-site in-person troubleshooting. These issues can be hardware or software in nature. Help Desk Specialists ensure optimal configuration and performance of our end user environment. They are also responsible for diagnosing, remediating, and documenting end user issues. End user training may be required where appropriate. This position requires strong customer service skills and a focus on the end user experience.

 

Job Details:

  • This is a full-time, permanent position.
  • Benefits include PTO, medical, dental, vision, 401K, STD/LTD, and life insurance.
  • Weekly schedule will be one of the following:
    • Monday - Friday, 8am - 5pm
    • OR Monday - Friday, 10am - 7pm
    • OR Monday - Friday, 12pm - 9pm

Responsibilities

  • Utilize ticketing system to resolve support issues either in person or on the phone
  • Create, modify, and remove employee badge access
  • Assist with the installation and upgrade of new computers, laptops, and thin clients.
  • Performing duties while maintaining a positive attitude and strong customer service
  • Provide computer and telephone desktop support in the following areas:
    • Hardware
      • Thin clients
      • Personal computers, notebook computers, tablets
    • Application
      • Microsoft Office 2007-2013
      • Microsoft Visio 2013
      • IBM Client Access
      • Adobe Acrobat Pro
      • Internet Explorer and Chrome
      • 7zip
      • PGP Desktop
    • Operating system
      • Windows: 8, 8.1, and 10
    • Network connectivity
      • TCP/IP
      • DNS
      • Active Directory
      • Printers, copiers, and fax machines
      • VPN remote access
      • Wi-Fi
  • Remediate the results as determined by the following annual processes:
    • Security assessments
    • Risk assessments
    • Vulnerability scanning
    • Penetration testing
    • Incident response
    • Security awareness
    • Business continuity plan testing
  • Ensure that all work is completed in a timely and efficient manner
  • Perform other duties as required

Qualifications

Essential Qualifications:

  • Organization and planning; ability to understand and determine priorities, effectively manage time and develop work plans in order to accomplish tasks and/or projects
  • Judgment and decision making; ability to apply general rules to specific problems to produce answers that make sense
  • Innovation and creativity; ability to generate and translate ideas, and adapt to change
  • Teamwork; effectively participate and contribute as a member of a work group; ability to lead or follow others as appropriate in order to most effectively accomplish the goal or task at hand
  • Communication; ability to clearly organize and effectively convey information; ability to adjust communication style based on the audience
  • Strong listening skills
  • Analytical and problem-solving skills
  • Ability to work independently in a fast-paced environment
  • Ability to work under pressure and meet specified deadlines

 

Education and Experience:

  • Bachelor’s degree in an Information Technology related field preferred or equivalent work experience
  • Background in using a ticketing system and resolving first line technical problems preferred
  • Working knowledge of Microsoft Office and Microsoft Windows 8 / 10

 

Language Skills:

  • Ability to read, write and speak English proficiently

 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

  • Specific vision requirements include the ability to see at close range, distance vision, peripheral vision, depth perception, and the ability to adjust focus
  • Frequently required to stand, walk, sit, use hands to feel; reach with hand and arms; and stoop, kneel or crouch
  • While performing the duties of this job, the employee is regularly required to talk and hear
  • Occasionally lift and/or move up to 25 pounds
  • Fine hand manipulation (keyboarding)
  • At times, may require more than 40 hours per week to perform the essential duties of the position. Occasional evening and weekend hours are required. Holiday hours may be required based on business needs.
  • Occasional travel may be required

 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Internal office
  • Working conditions are normal for an office environment
  • The noise level in the environment is typically low

 

Terms and Conditions:

  • Posting end date for this job is subject to change based on the discretion of the hiring manager.
  • This position is open to external candidates only.

 

Background Requirements:

  • Drug Test
  • Criminal Background
  • No Defaulted Student Loans
  • Security Clearance - Public Trust
  • Background Investigation & Fingerprint Check
  • Male applicants born after 12/31/1959 must have registered for the Selective Service System.
    • For more information, visit the agency's website at www.sss.gov.
  • Sensitivity for this role is 6C.

 

Ceannate Corp is an Equal Opportunity/Affirmative Action Employer
Minority/Female/Disability/Veteran

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