Desktop support specialist

Desktop Support Specialist

Location : Wood Dale, IL

Type : Contract / Onsite

Contact : Bri at Bleifker@forbestc.com

Responsibilities :

• Serve as the first point of contact for all Information Services and Technology end user inquiries, providing effective, efficient, timely and courteous support.
• Answer all end user inquiries (phone, email, web), log, categorize, track and triage all incoming requests / tickets.
• Review ticketing and monitoring dashboards for timely assignment of tickets, checks, validates and updates ticket information / documentation as necessary.
• Quickly and accurately prioritize incidents and promote proper Incident Management, troubleshoot, escalate, and / or resolve tickets within defined SLAs.
• Escalate end user inquiries to the appropriate DT&A support group, escalate all critical IT service issues to appropriate support group and / or vendors.
• Follow up with end users on outstanding requests to ensure timely resolution. Leverage remote support tools to resolve support requests as necessary.
• Diagnose and troubleshoot end user hardware, software, network and application issues to resolution, engaging other groups / vendors as required.
• Perform and coordinate activities related to access management for various business applications and systems.
• Support for PCs, laptops, servers, printers, cell phones and business applications, including physical deployments.
• Create user documentation, update existing documents with processes changes, publish to ITSM catalogues / document stores.
• Mandatory participation in the after-hours on call rotation.
• Perform other duties as assigned and required.

Qualifications

• Bachelor’s degree with an accredited college in Information Technology, Computer Science or related field, preferred. 3-5 years of practical business experience
• Experience with cloud, web and / or networked computing environments (Office 365, Windows 10-11, Windows Server, MS Exchange 2013 or 2016, Active Directory)
• Strong understanding of networking, mobile and VPN technologies.
• Industry certifications (CompTIA A and ITIL)
• Must have prior experience with IT Service Management systems. (i.e. ServiceNow, Remedy, etc.)
• Ability to diplomatically interact and communicate with all levels within an organization.
• Ability to apply proper office management practices and administrative support processes.
• Strong analytical and problem-solving skills; ability to remain calm under pressure and work in a fast-paced environment.
• Ability to work independently and within a team environment.
• Must be local to Chicagoland.
• Build consensus and relationships with business teams and partners.
• Drive continuous improvement that may involve resources beyond the team. (customer groups, external vendors)

Contact : Bri Leifker

Bri Leifker

Recruiting Consultant

Forbes Technical Consulting LLC 343 W Erie Chicago, IL 60654

Bleifker@forbestc.com

Last updated : 2024-02-27