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Help Desk II

Location : Aurora, IL
Job Type : Internal Temp/Contract
Hours : Full Time
Required Years of Experience : 4+
Travel : No
Relocation : No

Job Description :

Description:




The purpose of this position is to provide a world class level of customer service to all Fund employees seeking technical assistance or information concerning PC, mobile, telephony, and communications hardware and software.   This position will also serve s a technical resource for IT related projects and provider of input to the IT Management decision making processes.  This position will serve as the representative of the IT function to the employees of the Fund on a daily basis, representing the IT department with professionalism, competence and positivity.




Responsibilities: 




 


·      Serves as a Tier 2 technical and customer support resource to all Fund employees


 


·      Responds to all local and remote customer inquiries for assistance received via telephone, email or direct contact providing intermediate to advanced troubleshooting and problem resolution


 


·      Documents all customer support inquiries using available tracking software


 


·      Resolves issues in a timely and professional manner while meeting or exceeding established baselines


 


·      Takes proactive action in insuring warrantability of Fund technical systems


 


·      Handles Fund employee questions regarding end-user facing hardware and software and serves the Fund in a consultative manner


 


·      Communicates with technical operations and programming support personnel for problem referral


 


·      Ensures timely completion and follow-up of all support calls


 


·      Creates documentation of technical solutions and help desk procedures


 


·      Tracks user satisfaction through follow-up calls and surveys as required / directed


 


·      Assists Infrastructure and Operations functions with special projects as required


 


·      Other duties as assigned within the scope of responsibilities and requirements of the job




Required Qualifications :

Skills:




·      An understanding of how to provide superior customer service


·      Minimum 4 years of experience in a Windows based support environment


·      Experience with technical Help Desk or high level customer service operations


·      Intemediate to advanced knowledge of PC and Microsoft end user facing technologies at the end-user level


·      Intermediate to advanced level software and hardware skills in a Microsoft environment


·      Working knowledge of customer service practices, including effective written and verbal communication, the ability to handle stressful situations and strong telephone support and interpersonal skills


·      The ability to work independently and without extensive supervision


·      Mid-level knowledge of PC, mobile, telephony and other end-user facing technologies


·      Ability manage competing deadlines and multiple projects in a fast-paced environment


·      Perform the essential functions of this job with or without reasonable accommodation


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