Helpdesk Analyst

$24.38 - 28.04

Schedule: Monday - Friday; 8:00 am  - 4:30 pm

Location: 3 days in Skokie (60077) per week
2 days in Chatham (60619) per week

The Help Desk Analyst will provide the first level of customer service problem diagnosis and phone/email support to employees throughout the organization.

He/she/they will mentor and coach employees on escalation and troubleshooting procedures; and cross train with the remaining IT team.

The Help Desk Analyst may work evening hours, weekends, or holidays as required for projects, coverage, and system upgrades/maintenance.

The Help Desk Analyst will have opportunities to develop systems administration skills in Microsoft systems as well as Qualifacts Carelogic EHR.

 

Responsibilities:


* Interpret, analyze, diagnose, document, and resolve first and second level customer service issues related to supported hardware, application/operating systems software, and LANs/WANs


* Perform local and remote phone and electronic support and incident response to users


* Troubleshoot desktop applications and configurations; i.e.

Windows, Microsoft Office, VPN connectivity, etc.

Investigate recurring issues and provide solutions to address root problem.


* Research support/technical issues through problem tracking system, websites, software manuals, etc.

Implement solutions or escalate problems to appropriate parties.

Monitor progress until issue is resolved.


* Work closely with team on server, network management, and deployments.

Update team on new support issues.


* Provide training on software applications and new initiatives to users.

Develop, write, and maintain end-user documentation.


* Interact and collaborate with third-party vendors to manage the resolution of complex client issues.


* Document calls/resolutions; and identify strategies to improve the call handling and resolution process.


* Maintain network and PC preventive maintenance to ensure data integrity.


* Contribute to special projects that will facilitate the growth of the department.


* Perform other related duties and/or projects as assigned

Qualifications:


* Minimum of 2 years IT troubleshooting/technical experience.

Work experience is preferred, a combination of trainings/school and certifications can help supplement work experience.


* Excellent oral, written, and interpersonal communication skills with a focus on customer service.


* Solid understanding of Information Technology equipment; i.e.

laptops, printers, wireless technology, network equipment, servers, and phone systems.


* Experience with Azure/Office 365, Intune, MS Teams phone systems, Qualifacts Carelogic.


* Strong problem-solving and project management skills.

Ability to take initiative.


* Works well under pressure and demonstrates flexibility and sensitivity to changing priorities.


* Reliable personal vehicle, valid driver’s license, and insurance required to travel between multiple Trilogy loc...