Help Desk Tier 1 Specialist

At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry. The first step in this process is hiring great employees! Our innovative teams are the most committed, highly experienced artisans in the business. We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers. For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry. Join us and let's Imagine a better way together.
Position Summary: The Help Desk Tier 1 Specialist will act as the primary support representative in logging and responding to customer and internal user service requests and automated alerts. In a Level 1 Help Desk role this person works IT incidents that have high impact on important systems or groups of users. This includes troubleshooting with other staff to solve more difficult technical issues. Position requires hands-on and remote experience supporting MS Office, Exchange, and Outlook, as well as custom software and other technologies.
Location: Onsite at our Grayslake, Ill location.
Shift: M-F, 8:00 AM - 5:00 PM
Essential Functions and Responsibilities:

• Diagnoses and solves local area and/or wide area network problems using standard trouble-shooting tools and techniques.
• May work with wide area networks or be responsible for more than one local area network interconnected via a wide area network.
• Apply Patches and upgrades to desktops and laptops, either directly, or using "push" technology.
• Perform troubleshooting and research toward the resolution of technology related problems for end users.
• Provide first-line support for connectivity and standard applications, including MS Office and other user requirements.
• Identifies client requirements by establishing personal rapport with potential and actual clients and other persons in a position to understand IT service requirements.
• Provide end user training working one-on-one, creating knowledgebase articles, updating wiki, or small group training.
• Diagnose and solve problems for network and end users.
• Prioritize incoming requests. Escalate problems (when required or appropriate) to other technicians, next level of support or other departments or function.
• Record, track, and document Help Desk requests, including all successful and unsuccessful decisions made as well as actions taken through to final resolution.
• Learn on the job and when faced with new challenges/questions. Maintain profession and technician knowledge with computer based online training, technology literature, or educational workshops.
• Participate in on-call helpdesk rotation to triage and troubleshoot after hours service requests.
• Other tasks or projects as directed by the Technology Services Manager.

Mandatory Qualifications:

• Two-year AAS or equivalent IT related education or equivalent work experience
• A+ industry certification
• Strong working knowledge of MAC support and JAMF
• Experience with IT software imaging tools or software for network deployment of applications
• Experience with helpdesk automation tools, remote management applications
• Understanding of operating systems at registry level or command line.
• Working knowledge of IT Service Management and Information Technology Infrastructure Library
• Telephone call manager systems
• Printer server management experience -printer drivers
• Experience with organization asset management
• Understanding and experience with Active Directory, GPO, SSO, ISO, Legacy applications

Preferred Qualifications:

• Ability to handle multiple issues, prioritizing and effective management of your time.
• Ability to follow established processes and escalate large scale issues as needed.
• Understanding for virtual desktop environment and remote desktop technology.
• Knowledge and experience with multiple desktop operating systems (Macintosh and Windows based), along with mobile devices and other peripheral equipment.
• Familiarity with incident or call tracking response system
• Ability to relate well in a customer service role with technology end users.
• Knowledge and experience of working a multi-domain environment.
• Printing or manufacturing experience a plus

Physical Requirements:

• Frequent sitting and / or standing for prolonged periods of time
• Frequent walking
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Imagine is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Diversity and Inclusion are not just a checked box, it is a critical part of our commitment to deliver innovative solutions to our clients and provide a great place to work for our entire Imagine family. We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications listed above, we encourage you to apply.