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Software & Technology
Connection Hiring for Help Desk Analyst – REMOTE IL Job at Springfield, IL Full Time
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Overview:
We are looking to add to our already established team! This is a permanent role with a full benefits package that kicks in the first of the month after you start! Do you have 6-12 months of Help Desk support experience? Do you want to expand your career in the IT field? THIS IS THE OPPORTUNITY for YOU!
This role will be mostly remote with a few trips to the Lake Forest, IL location required. Local candidates to the Lake Forest, IL area required. Full-time, M-F, 7AM-4PM or 8AM-5PM.
Job Summary
Working under general supervision of the Service Desk Manager, the Service Desk I will provide IT assistance to troubleshoot/handle support calls regarding Desktops, Laptops, Printers, Phones, Mobile Devices, E-Mail, Password Resets, Supplier Connect, etc. leveraging defined knowledge articles. Candidate will demonstrate the ability to empathize, problem-solve, communicate effectively, and provide exemplary customer experience to the end user.
What We Do
We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.
Who We Are
Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.
Why You Should Join Us
You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.
Responsibilities:
End-User Support:
- Responds to a variety of reported inputs including, phone, web, email, system generated messages, monitoring tools.
- Provides technical and procedural advice, assistance, support and incident/request resolution to the full complement of organization systems, hardware and software. Resolution is delivered via phone, email, or remote assistance.
- Applies troubleshooting techniques and technical knowledge to identify the incident severity and the required resolution process.
- Documents customer interactions into ServiceNow and/or the Knowledge Base System.
- Research problems that do not have a documented solution and formulates a resolution.
- Reviews daily ticket flow to make sure all issues are properly researched, updated, resolved or escalated.
- Reviews and updates knowledge articles to assist with the troubleshooting and resolution of technical problems.
- Applies diagnostic techniques to identify problems; investigate causes and recommend solutions.
- Provides end user software troubleshooting and support.
- Installs; configures and upgrades computer hardware/software.
- Maintains current knowledge of relevant technologies, processes and procedures as assigned.
- Reviews training material and self-study tools to stay informed of current technologies.
- Participates in special projects as assigned.
Technology Skills:
- Knowledge of MS Windows XP/7, MS Office, MS Exchange, PC Hardware/Software.
- Solid technical aptitude.
- Previous experience supporting help desk operations.
- Comprehensive knowledge of desktop operating systems and applications.
- Comprehensive knowledge of the principles; methods and techniques used in computer troubleshooting and support.
Business Knowledge:
- Customer service experience.
- Ability to explain/relay IT issues to various levels of end-users.
- Ability to prioritize activities and multi-task in a high-stress environment.
- Solid analytic and organizational skills.
- Self-assurance and comfort working in a change-dominated environment.
