[ref. t65727217] Help Desk Analyst I - Glenview

This role involves managing ticket backlogs, troubleshooting various IT-related issues, and maintaining clear and consistent communication with team members.

• Provide phone support to manage a consistent flow of tickets.
• Troubleshoot a variety of common issues such as password resets, internet issues, and printer setup.
• Ensure all team members' IT needs are met in a timely and effective manner.
• Maintain clear and consistent communication with team members regarding IT-related issues.
• Utilize knowledge of Microsoft, Active Directory, and Computer Hardware in daily duties.
• Take responsibility for facility assignments' access.
• Work collaboratively in a team environment to achieve shared goals.
• Apply problem-solving skills to resolve end user issues efficiently.
• Contribute to maintaining an organized, detailed record of user queries and solutions provided.
• Monitor and take appropriate action concerning customer accounts. • Candidate must possess strong skills in Microsoft Office Suite, particularly in Excel, Word, and PowerPoint
• Proficiency in Active Directory is required
• Good understanding of Computer Hardware is essential
• Should be able to diagnose and resolve technical issues related to desktops, laptops, and other office equipment
• Must possess excellent problem-solving skills and be able to provide first-level contact and convey resolutions to customer issues
• Good interpersonal skills to interact with team members and customers
• Ability to maintain a high level of confidentiality and handle sensitive information
• Must possess good time management skills and be able to work under pressure
• Excellent verbal and written communication skills are required
• Should be able to follow standard help desk procedures, log all help desk interactions, and administer the help desk software
• Basic understanding of information technology and familiarity with basic networking concepts is required
• Should be flexible to work in shifts or provide on-call support if needed
• Prior experience in a similar role is desirable but not mandatory.