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in Chicago, IL

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Hours Full-time, Part-time
Location Chicago, IL
Chicago, Illinois

About this job

Join the technology industry. Start a career at TBI! Our organization is built for growth. Growing partnerships. Growing technology relationships. And most importantly, growing careers. We foster an environment where those new to the industry have access to industry leaders, channel insights and resources for career-pathing.

TBI is one of the nation s leading third-party technology distributors. For more than 25 years TBI has been assisting IT consultants, VARs, MSPs and more than 2,500 other industry professionals to source, advise and quote the right customer solutions.

TBI serves as our partners' advocate, ensuring the most competitive prices and trouble-free provisioning of cloud, internet, data, mobility, voice, and managed services from over 70 service providers. Through a variety of training programs, marketing support, and back-office tools, TBI empowers our partners to be the foremost authority and single source provider for all of their customers' technology needs.

Position Summary:

The IT Help Desk Support Specialist is responsible for providing fast and useful technical assistance on computer and SaaS systems. He/she will respond to basic IT requests and will offer solutions and give advice regarding incidents. The Help Desk Support Specialist must have good technical knowledge and must be able to effectively communicate solutions to problems. This person must be customer-oriented and must have the ability to prioritize IT support requests.

Essential Functions and Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Triage the situation and handle the issue or assign it to the appropriate resource
  • Walk the customer through the problem-solving process
  • Provide accurate information on IT products or services
  • Once issue has been resolved document the resolution in the ticketing system and communicate back to the end user
  • Pass on any feedback or suggestions by customers to the appropriate internal IT team
  • Identify and suggest improvements on IT Help Desk processes and procedures
  • Scrub leads for call center
  • Ensure that work is carried out in accordance with Department guidelines
  • Create and maintain reports related to IT Help Desk problems and resolutions



Job Requirements:

  • 1 year experience as a help desk support specialist or other customer support role
  • Technologically savvy with working knowledge of office automation products, databases and remote control
  • Good understanding of computer systems, mobile devices and other tech products
  • Ability to diagnose and resolve basic IT issues
  • Excellent written and verbal communication skills
  • Ability to prioritize tasks


Preferred Experience:

  • Working knowledge of NetSuite
  • Microsoft Office Suite
  • O365 Administration
  • 8X8 portal administration
  • ShoreTel portal administration
  • Five9 portal administration
  • Spam filter administration

What s In It For You: Team TBI Health & Wellness Benefits

  • Shared cost health insurance through Blue Cross Blue Shield
  • Choice of health insurance plans
  • Flexible spending account
  • Dental
  • Vision insurance
  • Company paid life insurance
  • Company paid long-term disability insurance
  • Short-term disability insurance
  • Domestic partner benefits
  • TBI Fit wellness program
  • Paid maternity and paternity leave
  • Company paid Gym Membership


Additional Team TBI Benefits

  • 401(k) savings plan with company match
  • Extensive growth opportunities
  • Generous PTO and paid holidays for full time employees
  • Extra cash opportunities through company points program


Candidates for all positions with TBI must be legally authorized to work in the United States on a permanent basis. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for any positions with TBI.

TBI is an equal opportunity employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment regardless of their race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.


Associated topics: assistance, client, desktop, front desk, help desk, information technology, systems administrator, technical, technical support specialist, technician iii