IT-Helpdesk Technician-Desktop Support

Desktop Support Technician – James Lovell FHCC, Chicago, IL

EM Key Solutions is seeking a customer service‑oriented Helpdesk Support Technician to provide support to internal employees with hardware and software issues. The candidate will troubleshoot and resolve technical issues via phone using remote access technologies or in person. The candidate will be required to work independently with little or no supervision and must be able to prioritize open issues.

• Provide customer service and support to employees with software and hardware issues.
• Monitor support tickets.
• Identify and escalation of issues that require other IT groups to complete.
• Document and maintain computer inventory using an asset management system.
• Provide training on an individual basis or small group.
• Proactively identify trending issues and work with support staff to automate solutions when possible.
• Support of portable devices – iPhones, iPads, and Android Devices using Enterprise Mobility Management Software.
• Active Directory – creating accounts and working with group policies.
• Manage Office 365 email accounts and distribution groups.
• Troubleshoot Wi‑Fi network and VPN connections.
• Create, update, maintain, and review quarterly Tier 1 and Tier 2 standard operating procedures (SOPs).

• Ability to systematically troubleshoot complex issues over the phone as well as in person.
• Must be customer service oriented and provide timely resolution of all issues.
• Have a basic understanding of networking concepts.
• Possess good problem‑solving skills and a desire to learn.

• Prior customer service experience desired.
• 1–3 years of prior helpdesk experience.
• Experience with desktop imaging technologies.
• Working knowledge of Active Directory, Office 365, Microsoft Teams, MFA, and Azure.
• Knowledge of Windows 10, MS Office 365, Cisco VPN, Endpoint Detection and Response software, virus removal tools.
• Associate degree or bachelor's degree (B.A.) from a four‑year college or university.
• Any Office 365 certification is a plus.

The selected candidate must be able to pass a thorough government background investigation successfully. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

EMKS is an Equal Opportunity/Affirmative Action Employer committed to hiring and retaining qualified and talented individuals. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

EM Key Solutions is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or accommodation while seeking employment, please email human or call  Human Resources. We will make a determination on your request for reasonable accommodation on a case‑by‑case basis.

As a federal contractor, we are required to use E‑Verify to validate employees' ability to work legally in the United States.

The law requires EM Key Solutions to post a notice describing the federal laws prohibiting job discrimination.

EM Key Solutions will not discharge or discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.

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