Title: IT Help Desk Analyst Location: Naperville, IL 60563 Type: Contract to hire
Key Skills:
Windows 10 support:
Able to remove a network share path within a Win10 environment.
Able to map a drive letter to a new network share path within a Win10 environment.
Able to create a shortcut to a shared drive within a Win10 environment
Active Directory (password resets),
Mobile Device support (iPhones, Android, tablets)
VPN troubleshooting
Experience working with a ticketing system where the daily volome can be as high as 20-30 a day.
Day-to-Day Responsibilities:
Identifies, researches, resolves and responds to a high volume of simple to complex issues or questions received from internal and external customers.
Provides status and follow-up information to internal or external customers.
Escalates calls to the appropriate departments.
Documents customer issues in call tracking system timely and accurately.
Assists real-time in the resolution of support issues to decrease downtime and to bring about high levels of satisfaction.
Keeps current on policies and relevant product and industry trends in order to provide technically accurate solutions to customers.
Has ability to Install and configure various commercial products on windows operating systems and help debug these applications.
Provides technical support and guidance to users
Requirements:
3 years of Computer systems related experience or equivalent combination of experience and education required
Service Desk Professional with a high level of Windows Administrator technical skills specifically focused on working within the Windows operating system environment
Must have expertise with the system's underlying platform (i.e., Windows as well as be familiar with multiple areas including networking, backup, data restoration, IT security, database operations, middleware basics, and more
Strong computer knowledge including, but not limited to, Windows OS, Outlook and Microsoft Office
Analytical, interpretive and decision-making skills
Strong organizational skills
Excellent interpersonal and customer service skills
Excellent negotiation and conflict resolution skills
Strong stress and time management skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
Problem-solving - employ creative and technical problem-solving techniques while installing, configuring and maintaining Windows systems.
