GENERAL SUMMARY:
The Help Desk Technician is part of a team that provides high-touch support to the internal clients at CRSP. This position will triage, resolve, and route employee requests that require escalation in a timely and accurate manner. They are expected to resolve a majority of issues upon first contact providing the highest-level support.PRINCIPAL DUTIES & RESPONSIBILITIES:
- Ensuring triage tickets are being processed for first level trouble shooting
- Password resets
- PC restart being able to physically restart desktops
- Handling all accessory requests such as web cam, headset, mouse, etc.
- Conference room technology assistance when needed
- Being part of team projects that are mentored by leads
- Hardware swaps, E-waste, and basic software deployment using Desktop Central
- Experience with handling new pcs and Chromebook/boxes
- Office setup for new employees
- Packaging for shipment, Inventory, and SysOps Deliveries
- Being available to be in office for Monday tape pickup
- Fixing and being point of contract for Printer issues
- Ewaste – desktops, laptops, Chromebook/boxes
REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE:
- High School Diploma/GED + 1 year experience in Level 1 support or Associate's degree
- Junior level experience, just starting in IT – team member will help mentor
- Excellent problem-solving skills with attention to detail
- Strong communication and interpersonal skills, both written and verbal
- Ability to multitask and pivot based on workload and changing priorities
PREFERRED KNOWLEDGE, SKILLS & EXPERIENCE:
- Associate’s degree with 1+ year of experience
- Prior information technology experience in a help desk role
- Knowledge of MS operating systems
LOCATION: 105 West Adams Street, 17th Floor, Chicago, ILWORK SCHEDULE: Full Time – 8:30 a.m. – 5:00 p.m., normal working hours