IT Service Desk Engineer – Automated Call Distribution; ACD & VIP Batavia, Illinois Hybrid

IT Service Desk Engineer – Automated Call Distribution (ACD) & VIP Support (Batavia, IL - Hybrid)

Company: Golden Five Consulting

Job Type: Hybrid | Full-Time

Location: Batavia, Illinois, USA (Hybrid)

Vacancy: 1

Salary: Negotiable

Reports To: Service Desk Manager / IT Operations Lead

The IT Service Desk Engineer – ACD & VIP Support is responsible for delivering high-quality, customer-focused technical support to end users through a managed Automated Call Distribution (ACD) system. This role involves administering and operating ACD functionalities, handling incidents and service requests, managing task workflows, and providing dedicated VIP support.

• Manage and operate the ACD system to meet performance, security, and uptime requirements.
• Support and maintain system components including IVR, queue management, call recording & monitoring, real-time reporting & analytics, historical reporting, and advanced ACD features such as automatic callback and call barging.
• Configure and optimize custom greetings, flows, and priority queues.
• Resolve incidents, service requests, and problem tickets following ITSM processes.
• Develop and maintain Knowledge Base articles and troubleshooting scripts; update the knowledge repository with known issues and workarounds.
• Provide basic cybersecurity support (phishing response, MFA credential assistance).
• Process end‑user requests for hardware, accounts, certificates, and other resources.
• Manage loaner device program (check‑in/out, tracking).
• Collaborate with service management teams to improve processes and incident handling.
• Participate in short‑term, project‑based rollouts and recommend new tools to enhance performance.
• Provide 24x7 VIP support to identified users, ensuring rapid response and high‑quality interactions.
• Maintain strong communication with VIP users to ensure satisfaction and continuity of service.

• Minimum 1 year of Service Desk experience in an enterprise or government environment.
• Hands‑on experience managing/supporting Automated Call Distribution (ACD) and Virtual Call Center (VCC) tools.
• Strong understanding of ITIL/ITSM processes and familiarity with Service Now, Remedy, Jira or similar.
• Proven ability to deliver exceptional customer support via phone, web, and chat channels.
• Experience with call routing, queue management, and IVR systems.
• Basic knowledge of cybersecurity awareness (phishing prevention and MFA administration).
• Excellent documentation, communication, and analytical skills.
• Ability to multitask, prioritize, and work effectively under pressure.

• ITIL v4 Foundation or equivalent.
• CompTIA A+, Network+, Security+ or equivalent.
• Microsoft Certified:
  Modern Desktop Administrator Associate or equivalent.
• Experience with Cisco UCCX, Genesys, Avaya, or Five9 for ACD/IVR.
• Exposure to Power BI or similar reporting tools.

• On‑site at the Batavia, Illinois location during designated business hours.
• Availability for after‑hours VIP support as required.
• Collaborative environment with Service Desk, Cybersecurity, and IT operations teams.
• Requires professionalism, confidentiality, and adherence to security and compliance policies.

• Strong customer service mindset with attention to detail.
• Proactive problem solver with strong communication and collaboration skills.
• Technically adept and adaptable to new systems and tools.
• Dependable, punctual, and capable of working in a fast‑paced, high‑visibility environment.

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