Service Desk Associate

Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets. We’re looking for a professional, and motivated Service Desk Associate to join our team. If you’re looking for a company that embraces the principles of respect, compassion and trust, please apply with us today!

Service Desk Associate (IT)

The IT Service Desk Associate will support end users of all levels and ensure closure of support issues for all company technology utilizing a ticketing system, including but not limited to: dialer software, phones, connectivity issues, computers, printers, network accesses and IDs, and related devices.

Schedule: 2 open positions. 1 position - 8:00am to 5:00pm CST. 1 position - 11:00am to 7:00pm CST. Must be able to work flexible hours, including Saturdays, early mornings, and possible late nights, depending on organizational needs.

At Harris & Harris, we truly care about each employee’s health, wellness, financial stability, and education. We are proud to offer each employee the following benefits:

• Medical and Dental insurances from premium providers
• 401K with matching
• Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance
• Tuition Reimbursement
• Paid Time Off
• Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.

DAY TO DAY

• Field phone calls, email questions, and electronically input trouble tickets from users seeking assistance
• Track problem trends and recurring problems to eliminate future issues. Evaluate the severity of problems for proper prioritization, escalating as needed
• Issue Resolution Activities
• Responsible for creating new and maintaining existing documentation related to troubleshooting/resolving help desk tickets
• Assist in overseeing the dialing functions such as monitoring existing campaigns and alerting the administrators to campaign performance/needs
• Generate and analyze various reports from the dialing system to manage daily call distribution
• Perform and maintain testing of telephony systems and applications to assure department objectives are met and to maximize productivity through call handling efficiencies, system uptime, staffing levels, reporting, and analysis
• Responsible for employee administration within our telephony platforms

WHAT YOU MUST POSSESS

Must Have Skills

• High School Diploma or equivalent required
• 2+ years of experience in a help desk role with an understanding of call centers, dialing systems, collections, and customer service operations
• Proficient with all MS Office Applications, and able to maintain other required technical skills to respond to the changing needs of the organization

Other Required Skills

• Must be a self-starter and goal-driven, and able to work in a fast-paced environment
• Possess good verbal and written communication skills, maintain a professional demeanor, and demonstrate good customer service with internal and external clients
• Must be able to adhere to security procedures and policies related to end-user computing and data security.
• Able to ensure high priority work is completed within required timelines

WHY HARRIS & HARRIS?

Harris & Harris is a premier, full-service revenue recovery firm headquartered and founded in Chicago, IL. Founded in 1968, we have been in business for more than 50 years, and we specialize in the utilities, government, and healthcare markets.

The family business Sam Harris started is now a firm of more than 500 hundred employees including collections professionals and customer care representatives who employ the latest technology and best ethical practices to help businesses recover revenue and provide world class customer service.

We take pride in knowing what it takes to turn a call from "average" to "excellent." We have been delighting clients and customers for decades thanks to our outstanding employees. They make the difference every day, shift, and call and transform challenges into victories.

At Harris & Harris, we’re proud to be an organization where everyone is welcome and can be their authentic selves at work. We’re passionate about celebrating the differences that make each of us unique. Our culture focuses on our employees and we look for opportunities to recognize and celebrate together. We are an organization that cares about our people. From monthly activities, bonuses and contests, to competitive wages and benefits, we foster an environment where we employees feel valued.

We also are an organization that believes in the power of giving back. Our internal cross functional committee, Harris Cares, guides our philanthropic activities. We have partnered with organizations such as One Warm Coat, Greater Chicago Food Depository, American Cancer Society, Bright Pink, The Heat and Warmth Fund (THAW), and Operation Stars and Stripes. Most recently we have partnered with local schools and charitable organizations to give back to our communities including the American Heart Association, Habitat for Humanity, A Just Harvest, and R. Nathaniel Dett Elementary School.

At Harris & Harris, everyone is important, and one person can make a difference for their colleagues, for our clients, and for our company. We look forward to hearing from you!

Harris & Harris is an equal opportunity employer. Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.