IT Help Desk Support Analyst

Job Description

Aqueity is looking for a skilled IT Help Desk Support Analyst, who is responsible for handling service requests for our clients requiring IT support. The Help Desk Support Specialist will work on-site in Lombard, IL, with our service delivery team to support and triage incoming issues on the following technologies: workstations, printers, servers, networks, and vendor-specific hardware/software. The ideal candidate has a true passion for technology and learning, enjoys problem solving, and has excellent customer service skills.

Responsibilities:

Provides IT Support relating to technical issues involving Microsoft’s core business applications, operating systems, and cloud services

Supports disaster recovery solutions

Provides technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security

Provides basic remote access solution implementation and support: VPN, remote services, and Citrix

Monitors the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets

Triages and classifies incoming service requests by gathering information from clients and computer systems

Documents and tracks all required information supporting accurate ticket reporting for the Service Desk

Resolves service requests during the first phone call if possible, and escalates service requests to other resources as needed

Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages

Displays an ability to patiently walk a user through the steps needed to address the issue

Fast turnaround of customer requests - quickly and correctly identifies the user's issue or problem, recommending the most efficient solution to address the issue

Answers all web-based inquiries and phone calls within the response time goals for the Service Desk

Documents basic support processes and knowledge base articles for recurring issues as needed, and escalates identified recurring issues to next level support engineers

Ability to work in a team and communicate effectively - maintains a positive and friendly attitude towards all team members

Handles difficult situations calmly and with confidence

Displays empathy for our technology users and their day-to-day challenges

Maintains good organization and follows each user service issue through to completion

Productively fills down-time to improve our technology infrastructure and our organization

Proactively makes suggestions for solutions to our most recurring user requests and technology service issues

Improves customer service, perception, and satisfaction

Other duties as assignedRequirements:

Minimum high school diploma and 2+ years’ experience in end user technical support role in a related technical support discipline, or equivalent combination of education and experience

Relevant experience in a technical support role, creating help tickets and handling end user support

Advanced understanding of operating systems, business applications, printing systems, and network systems

Experience working with an IT managed services provider or IT consulting firm strongly preferred

Experience with ConnectWise and/or Kaseya preferred

Certifications preferred (e.g. CompTIA A+, Microsoft MTA/MCSA, etc.)

Strong verbal/written communication skills including telephony skills, active listening, and customer-care, and detailed documentation skills

Ability to translate "IT" speak for the customer and create tangible action items

Strong problem solving and diagnosis skills of technical issues, ability to "think outside the box"

Ability to multi-task and adapt to changes quickly while managing competing priorities

Technical awareness: ability to match resources to technical issues appropriately

Understanding of various support tools, troubleshooting techniques, and how technology is used to provide IT services

Typing skills to ensure quick and accurate entry of service request details

Self-motivated with the ability to work in a fast-paced environment

Able to work in a team-oriented environment and communicate effectively

Current active drivers’ license with active auto insurance

Able to lift computer equipment, approx. 40lbs.

Why Work for Aqueity?

Competitive salary: $45-60k depending on experience

Bonus program

Excellent healthcare benefits (medical, dental and vision)

Company paid basic dental, life and AD&D, short/long term disability insurance

Retirement savings account employer match

Ongoing training and development

Paid Time Off program

In-office highly collaborative work environment, with partial remote work option

Business casual dress code

Quarterly company lunches

Fun work culture - on demand video games/foosball, team building events

The best coworkers you could ask for

Great place to learn and grow in IT!

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