Smart Technology Services, Inc. Hiring for Help Desk Analyst at Chicago, IL Full Time

Role: Help Desk Analyst

Location: Chicago, IL (must be onsite, possible partial remote after training)

Level: Full Time Employee (direct hire, no contractors)

Travel: Minimal

Summary
The Help Desk serves as the single point of contact (SPOC) answering phone calls and creating ITSM ticketing system service tickets for the end-user community with 24x7x365 coverage. The Help Desk
Analyst delivers Level 1 technical and non-technical support remotely to end users to resolve Incidents and respond to Service Requests. The person in this position is required to work in a team environment, under limited supervision and reports to the Help Desk Manager/Lead. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support if needed. These individuals are typically technical generalists. Support handled by Level 1 includes: 1. Ensure customer interaction is triaged and recorded with the appropriate details within the service ticket 2. Answer any questions regarding a service the customer may have; FAQ’s, how-to-use or basic feature inquiries 3. Basic technical support that can be handled immediately and without escalation to the service manager and level 2 support group. These efforts are defined per service and by how quickly the ticket can be completed 4. Per SLA agreement escalation of a ticket to the appropriate support groups. The Help Desk Analyst, post completion of training may, and upon approval by the Manager, work remote from home 1-2 days a week.

Responsibilities

• Answer incoming customer calls in a pleasant helpful manner
• Identify and classify Incidents/Service Requests using Impact and Urgency scales and handle

Incidents/Service Requests according to ITIL-based Incident response procedures

• Troubleshoot, diagnose, and resolve incidents, with best efforts on the first call, by working with end users in real-time and using desktop remote-control software, ITSM ticketing system knowledge base, and procedures manual
• Assist end users with Service Requests (upgrades, information, training requests, IMACDs, software/hardware questions, etc.)
• Implement appropriate corrective actions/workarounds for Known Errors and unresolved

Problems

• Communicate with and escalate to the appropriate group when additional or specialized support is needed to resolve an Incident or Service Request in accordance with SLR/SLA response times
• Work with Help Desk staff and Help Desk Lead/Manager on updates to resolutions/workarounds in the knowledge base
• Reassign approved IMACD requests with other Service Towers
• Train/cross-train other Help Desk Analysts as needed
• Update all Incident/Service Request activity in ServiceNow with appropriate detail
• Document solutions to resolved incidents in central ITSM ticketing system knowledge base with appropriate detail as needed
• Reset passwords and/or direct users to reset their passwords through the self-service portal
• Promote self-service portal to users to reduce calls to the Help Desk and satisfy customers’ needs more quickly

• Provide feedback to the Help Desk Lead/Manager on ServiceNow functionality and usability for continuous improvement

Requirements

• 2-year college degree in related field or equivalent professional experience
• Flexibility to work different shifts
• Competency in usage, configuration and troubleshooting of common desktop applications such as Microsoft Office including Outlook, Windows 7 and Windows 10
• At least six months of experience with end user support
• At least six months of experience using an IT Service Management system, preferably ServiceNow
• Experience using remote desktop (RDP)
• Participation in on-call rotation for afterhours support
• Help Desk Institute certification or CompTIA A+ certification preferred
• Knowledge of Cyber-security best practices
• Excellent oral and written communication skills

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

COVID-19 Vaccine Statement
This opportunity may require a COVID-19 vaccine based on clients’ requirements and/or guidelines in the future.

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Job Type: Full-time

Pay: $18.00 – $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• Monday to Friday

COVID-19 considerations:
COVID-19 Vaccine Statement
This opportunity may require a COVID-19 vaccine based on clients’ requirements and/or guidelines in the future.

Ability to commute/relocate:

• Chicago, IL 60609: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Can you work overtime if necessary?

Education:

• Associate (Preferred)

Experience:

• ServiceNow working: 1 year (Preferred)

License/Certification:

• CompTIA A+ (Preferred)

Work Location: One location