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AHEAD s Information Technology Department is seeking an experienced desktop support professional to add to our IT Service Desk Team. The individual in this role will assure prompt, friendly technical support to AHEAD end users around the U.S. and oversee effective resolution of customer-support incidents within defined SLAs. This role is based in Chicago, IL and Cincinnati, OH. Reporting directly to the Service Desk Manager, the Help Desk Associate is responsible for providing technical support and fulfillment of requests coming from over 1400 AHEAD employees. The Help Desk Associate serves as a first point of contact for end users and acts as a customer-facing onsite representative of the AHEAD IT Operations team. A typical day will include responding to and troubleshooting user support incidents for hardware and software, fulfilling standard IT-related requests, and escalating issues to Tier 2 and Tier 3 staff. Responsibilities also include provisioning and deployment of laptops and desktop applications, supporting cloud applications, and maintaining office technology hardware. Our ideal candidate must be a collaborative team player that is comfortable supporting a remote workforce at all levels of the organization. Applicants should possess exceptional analytical, communication and followup skills along with a drive to learn and emphasis on customer support.
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