Help Desk Technician

Help DeskTechnician (Temporary)

The Illinois Student Assistance Commission (ISAC) is the state’s college access and financial aid agency. ISAC has an immediate opening for a Temporary Help Desk Technician at our Deerfield location. The person selected for this role must have good technical knowledge and be able to communicate effectively with our end users, be customer oriented, and patient in challenging situations.

Responsibilities:

· Serve as the first point of contact for customers seeking technical assistance over the phone or by email.

· Monitor Service Desk for tickets assigned to queue and process first-in first-out based on priority.

· Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

· Modify configurations, utilities, software default settings, etc. for local workstations.

· Assist with onboarding new users.

· Perform remote troubleshooting through diagnostic techniques and pertinent questions.

· Determine best solution based on the issue and details provided by customers.

· Walk customers through the problem-solving process.

· Direct unresolved issues to next level of support personnel.

· Provide accurate information on IT products or services.

· Record events, problems, and resolutions in logs.

· Follow-up and update customer status and information in Ticketing System.

· Forward customer feedback/suggestions to appropriate internal team.

· Identify and suggest possible improvements on procedures.

· Resolve technical problems with Local Area Networks (LAN), Wireless LAN.

· Other duties as assigned.

Qualifications:

· Minimum of 1 year of proven technical experience.

· BA/BS in IT, Computer Science or relevant field.

· Proven experience as a Help Desk Technician or other customer support role.

· Tech savvy with working knowledge of office automation products, networks and remote control.

· Good understanding of computer systems, mobile devices and other tech products.

· Ability to diagnose and resolve basic technical issues.

· Certified in A+, Network+ is preferred.

· Possess excellent communication skills, customer focused and patient.

*Please note that this position is temporary and does not include a benefits package.

Hourly Rate: $25/ hour

Be part of our great mission helping Illinois students attend college! Visit us at www.isac.org.

For consideration, please complete an application at https://recruiter.isac.org.

ISAC does not discriminate against someone (applicant or employee) because of that person's race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age (40 or older), disability or genetic information.

Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of employment Visas at this time.

Job Type: Temporary

Pay: From $25.00 per hour

Work Location: In person