Help Desk Analyst

Provide customer support for desktops, laptops, email, VPN, connectivity, hardware, printing, etc. in a fast-paced corporate help desk environment. This involves logging calls into the problem tracking system and resolving 1st level and some 2nd level incidents as well as analyzing problems for routing to appropriate backline support if necessary. Will work with backline teams and operations to prevent problems, facilitate problem resolution, and provide overall outstanding customer service.

Must have strong Customer Service skills, along with strong oral and written communication skills. Responsible for software and hardware support. Provides technical advice, guidance and informal training to customers using hardware and software programs. Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Performs root cause analysis and develops checklists for typical problems.

Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information and assisting others with calls.

Help desk support, Help desk, Customer service, Service desk, Windows, Phone support, Desktop, Troubleshooting, Technical support, Ticketing system, Service

• Responsible for ticket documentation, escalation to the correct individual/department and closing out tickets within Service Now. This team averages about 25-30 tickets per week.
• Responsible for assigning and resolving tickets coming in via email or phone.
• Activating Duo two-factor authentication on end user devices, troubleshooting and verifying correct identities for risk management when 2-factor authentication fails.
• Account Access Management through a proprietary tool similar to Active Directory. Service Desk analysts are responsible for provisioning access and locking accounts when necessary.
• Understanding of troubleshooting O365 applications. This role is responsible for troubleshooting a lot of email issues especially with new incoming students and faculty members when getting their accounts linked and set up appropriately.
• Navigating student Google Workspace access through O365 account credentials.
• Utilize Cisco Finesse to make and receive calls available through web browser.
• Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.

This is a Contract position based out of Chicago, IL.

The pay range for this position is $8.00 - $23.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.