1872 Consulting ยท 2 months ago
Help Desk Analyst - Overnight shift
Chicago, IL
Full-time
Hybrid
Senior Level
5+ years exp1872 Consulting is seeking a Help Desk Analyst to provide white glove technical support in a 24x7 help desk environment. The role involves resolving hardware and software issues for end users, utilizing ServiceNow as the main ticketing system, while working overnight shifts.
ConsultingInformation TechnologyRecruitingService IndustryTraining
Responsibilities
Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence
Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting
Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within our environment or otherwise approved for installation
Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer
Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to resolve problems or fulfill requests according to established escalation procedures
Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs
Execute basic and routine systems administration tasks (e.g., password administration and print queue management)
Utilize, create, and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates
Assist with projects such hardware or software upgrades and on-boarding of large groups
Perform other duties as required
Qualification
Required
5+ years of experience in Technical Support focused roles
Must have 2+ years specifically in Help Desk or Service Desk roles specifically, providing support over the phone
Must have experience providing white glove customer service in technical support capacities
Must have experience supporting the following technologies, everything else is a nice to have: Windows 10, Microsoft Office, Office 365, Citrix or other remote access technology, Hardware specifically iPhones, Android phones, Macbooks and PCs
Preferred
Experience working at a law firm or professional services firm
ITIL experience and/or certification
Bachelor's Degree in an IT related field
Experience with other key technologies we use: Adobe Acrobat, Avaya Telephony, Blackberry Work (MDM), SCCM, iManage or NetDocuments as a DMS, Azure experience, Networking experience, Windows Server experience
Company
1872 Consulting
1872 Consulting is a recruitment and IT consulting company.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase