Experienced Help Desk / Services Technician

We are looking to hire a Help Desk / Services professional to be based in our Schaumburg Headquarters

GENERAL SUMMARY:  

The Service Desk Tech will work part of the day in our Services area monitoring and troubleshooting client backup systems.

This position will be preparing client workstation builds, as well as prep for deployment. Part of the day may also be fielding Help Desk calls with our support team. This relates to all technology, to include workstations, servers, printers, networks, and vendor specific hardware and software.

For implementations, you may be traveling to client locations (Chicago area) for onsite deployments.

General Requirements:

• 3+ years working in a support environment, preferably at an MSP
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Demonstration of continued technical education
• Interpersonal skills, such as telephony skills, communication skills, active listening, and customer-care

Essential Duties and Responsibilities:

• IT Support relating to technical issues involving Microsoft's core business applications and operating systems
• Basic remote access solution implementation and support: VPN and Terminal Services
• Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review in ticketing system
• Communication with customers, as required; keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Meeting customer service expectations, perception, and satisfaction
• Ability to work in a team environment and communicate effectively
• Entering time and expenses in ticketing system, as they are incurred

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Diagnosis of technical issues
• Ability to multi-task and adapt to changes quickly
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment

Bonus skills not required, but are beneficial:

• ConnectWise Automate suite
• Windows deployment automation
• Certifications CompTIA A+ or Network+

Established in 1999, eDot is a premier provider of Technology Solutions delivering practical solutions for businesses of any size. Our engagements include an unrivaled suite of services including managed services, technology assessment/improvement, overhaul of dated technology, security and access control systems and low voltage cabling.

eDot serves businesses in the Chicagoland area with a mission to provide relief from technology challenges so our clients can focus on their business. Our broad service range, skilled engineers and passion for service solidify our reputation as a technology company that clients can rely upon day in and day out. Our experience and flexibility gives us the unique ability to support our clients in the most cost-effective, and efficient manner. At eDot, we take pride in providing custom-tailored solutions that fit our clients’ current requirements and our ability to simplify our clients’ day at the office.