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Form of workJob Description:
Position Highlights:
What you will do:
What you will need:
Benefits:
Overall Qualifications:
Position Highlights:
- Position: IT Service Desk Analyst II
- Location: 4901 Searle Parkway, Skokie 60077
- Full Time
- Hours: Monday-Friday, 10:30am - 7:30pm
- On call rotation
What you will do:
- The Service Desk Analyst II is responsible for screening, referring and diagnosing internal or external inquiries and work requests to support the organization's internal & external users of computer software applications and hardware.
- The Service Desk Analyst II provides escalation level support to Enterprise end users for technical inquiries, issues and requests received via phone, email, and Help Desk applications.
- Assess the nature of problems and resolves support issues both directly received and those escalated by lower tiered support analysts.
- Fulfill requests within the purview of the Help Desk, such as access requests, as well as execute project assigned tasks and leads the Help Desk triage efforts in the event of large Enterprise impacting incidents.
- Responsible for troubleshooting software and hardware issues on laptops, desktops, tablets, and/or smartphones as well as Enterprise applications that were not successfully resolved by first or second tier Help Desk Support Analysts.
- The Service Desk Analyst II must log or record support tickets and/or cases with robust detail for successful subsequent escalation if the issue cannot be resolved as well as for trending and reporting. For issues that remain unresolved, transfer issues to the appropriate Systems Engineering teams with facilitated hand-off.
- Utilizes existing instructions and pre-established guidelines to perform the functions of the job as well as creates new guidelines as new issues and troubleshooting procedures are discovered.
- Responsible for identifying trends and suggesting process improvements to achieve ultimate resolution.
What you will need:
- Technical Knowledge: Proficient in Windows configuration and MS Office Suite of Products. Demonstrates the ability to provide technical end user assistance via phone and email.
- Communication: Customer service focused. Ability to interact with a variety of users and communicate effectively in user friendly language (both written and verbal).
- Working Conditions: Extended periods of sitting. Varying shifts and cross-shift work may be required. May be required to work on holidays.
- Education: Two-year degree or equivalent experience required. Four-year degree in Computer Science or Information Systems preferred.
- Experience: 4 or more years of related experience in a Support Analyst Role or Technical Support Role
Benefits:
- Career Pathways to Promote Professional Growth and Development
- Various Medical, Dental, and Vision options, including Domestic Partner Coverage
- Tuition Reimbursement
- Free Parking at designated locations
- Wellness Program Savings Plan
- Health Savings Account Options
- Retirement Options with Company Match
- Paid Time Off and Holiday Pay
- Community Involvement Opportunities
Overall Qualifications:
