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Level III Helpdesk Technician
| Hours | Full-time, Part-time |
|---|---|
| Location | Chicago, IL Chicago, Illinois |
About this job
Help Desk Technician
Primary Location Chicago, IL
Palace Gate a V-Soft Consulting company is currently seeking a Help Desk Technician for our premier client in Chicago, IL. This is a contract-to-hire position in the real estate industry.
Description
THE JOB / Help Desk Technician
The Help Desk is responsible for providing premium, 24 hours a day, 7 days a week call center and email support enterprise wide in regard to technology-related issues and requests. The Help Desk Technician will receive incoming requests for assistance via telephone and in person.
THE WORK YOU LL DO
- Fielding Help Desk calls; resolving approximately 70% of problems upon first contact and referring advanced problems and requests to the appropriate technicians
- Tracking customer calls and recording detailed and accurate information in ServiceNow issue tracking system in a timely manner
- Monitoring tickets entered into ServiceNow tracking system; following up with referral technician and contacting user after resolution for quality control purposes
- Fulfilling customer requests in timely and highly customer-service oriented manner
- Participating in training and working to develop and maintain top knowledge in existing and new technologies to provide most effective support for callers
- Following the Firm s established Policies, Standards, Procedures and Guidelines in delivering service to the users; utilizing best practice documentation, proper escalation procedures, etcetera
- Active Directory & Exchange user administration
- Configuration and deployment of OS/software images to user laptops and desktops
- Performing preventative maintenance of IT assets, including checking and cleaning of workstations, printers, and peripherals
- Delivering end-user training on standard productivity tools and systems
EDUCATION AND TRAINING
- A+ certification
- HDI-CSR certification
- ITIL Foundation certification
- HDI-SCA certification
Interested?
Qualified candidates should send their resumes to
Palace Gate Corporation, a V-Soft Consulting company, is an information technology consulting firm that provides innovative staffing solutions to industry leading companies across the United States. Our experienced team uses new and unique approaches to deliver the right technology solutions and meet the most demanding enterprise needs. We strive to enable our clients to continue their success and achieve their business objectives by providing expert IT consultants. Our company approach is simple: match the right people with the right opportunity.
Palace Gate Corporation, a V-Soft Consulting company, offers full medical and dental insurance, 401K, as well as weekly direct deposit. For more information or to view all our open jobs, please visit .
Qualifications
PROFESSIONAL EXPERIENCE
- 6 years of experience
KNOWLEDGE AND ABILITIES
- Exceptional customer service
- Keen judgment in assessing user issues
- Excellent written and verbal communication
- Strong critical thinking and problem-solving skills coupled with a demonstrated willingness and ability to assist team members and a can-do attitude are a must
- The ideal candidate must be highly motivated
- Possess excellent troubleshooting skills
- Be able to work in a fast-paced environment
- Knowledge of Windows and Mac OS, Microsoft Office Products, Windows 7, Outlook, iPhone & Android, Citrix and VPN technology required
- Strong knowledge of Citrix and SCCM is a plus
Associated topics: assistance, deskside, desktop, help, network, pc, technical, technical support, technician iii, technician iv