Help Desk Support Analyst

Help Desk Support Analyst

Chicago, IL – Hybrid

Who We Are

RL Canning is a global IT managed service and consultancy dedicated to working alongside our customers to enhance the digital workplace with a clear focus on value by maximizing technology and operational excellence. Our service portfolio and ecosystem of digital innovators offer industry-leading solutions and integrated expertise that are designed with each unique customer in mind to deliver a sustained effort to achieve better and faster results that are aligned to enduring strategic outcomes.

Job Overview

The Help Desk SupportAnalyst is responsible for coordinating, processing, and resolving incidents and requests related to supporting technology products, infrastructure, business processes, and enterprise services via phone and remote support.

In this role, you will

• Provide end-users with phone support, in addition, to walk-in end-users first-level support.
• Should expect to take about 30 – 40 calls daily.
• Responsible for answering and logging calls and documenting tickets with the proper notes through client ticketing systems.
• Answering, logging, and tracking issues/requests as received.
• Evaluate the severity of the customer’s issue or request.
• Attempt to solve problems over the phone whenever possible and practical.
• Assign calls to appropriate individual(s) or queue based on information gathered.
• Follow up with the customer to confirm that: issues have been resolved satisfactorily or communicate what action(s) have been taken to resolve.
• Required escalating the ticket to the correct resolver group and evaluating the severity to determine the priority.
• Must have good troubleshooting skills and understand how to ask questions to access the issue and resolve the problem.
• Other duties as assigned.

For this role, you will need

• Must be willing to work Monday to Friday and every other weekend. (All weekend work will be remote)
• Strong technical aptitude in hardware, software (Windows 7, 8, and MAC), and peripherals.
• Strong ability to analyze and resolve complex problems independently, and quickly, and function in a fast-paced environment.
• Must have experience utilizing remote tools.
• Must be able to work within a high-pressure environment with a high call volume.
• Ability to change and update Knowledge Base Articles.
• Must have A+ Certification or be willing to obtain it within 60 days.
• Must have 1+ more years of Service Desk experience.
• Must have COVID-19 Vaccination and Booster

Why Join Us

Cutting-Edge Innovation & Technology: Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You’ll have the opportunity to engage with the latest technologies, contribute to groundbreaking projects, and be at the forefront of technological advancements in the IT sector.

Professional and Personal Growth: Our company believes in investing in our team’s growth. Our commitment is to empower our team members with the tools and resources they need to enhance their skills, stay at the forefront of industry trends, and unlock new opportunities for advancement. We believe that investing in the development of our talent not only enriches individual careers but also contributes to the collective success of our company.

Collaborative & Inclusive Culture: Become part of a team where collaboration is key. Our inclusive culture values every voice and fosters a workspace where teamwork and collective problem-solving are paramount. You’ll work alongside talented professionals from diverse backgrounds, sharing ideas and creating solutions together.

Empowering Work Environment: Discover the opportunity to be a valued team member where your ideas are valued, your contributions matter, and your potential is recognized. You will be part of a team where your ideas are heard and your work has a meaningful impact on our projects and clients, fostering a sense of achievement and purpose in your role.

Benefits Offered

· Medical, Dental, and Vision Insurance

· Matching 401K

· Short & Long-Term Disability

· Life Insurance

· Paid Holidays

· Paid Time Off

** RL Canning is an Equal Opportunity Employer. All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, marital status, national origin or ancestry, age, physical or mental handicap unrelated to ability, or an unfavorable discharge from military service.