POSITION SUMMARY

The IT Support Desk Analyst supports the business practices of the firm by delivering reliable, high quality application and hardware support. The Analyst applies a broad working knowledge of information technology products and services to support local Information Technology Infrastructure Support Specialist professionals by providing assistance in resolving IT incidents or problems. This position is based in Oakbrook Terrace, IL 60181.

ESSENTIAL DUTIES AND RESPONSIBILITIES
-Provide prompt and professional IT support services to remote customers by troubleshooting, analyzing, and diagnosing IT incidents and engaging appropriate technical resources to resolve them.
-Manage incoming calls or requests from users via phone, email, voicemail, and web interface and prioritize problems following established incident management policies and procedures.
-Manage and maintain personal queue using the On-line Tracking Information System ( OTIS ). Troubleshoot assigned tickets and work with customer to problem resolution.
-Diagnose and escalate ( only when all department resources are exhausted ) incidents with applications and services and manage incident through entire Incident Lifecycle.
-Determine the best resolution path for issues pertaining to conflicts with our standard operation of supported enterprise applications. If needed, work with Team Lead or Manager of IT Support to identify resolution.
-Provide support for technical issues related to network connectivity and system configuration.
-Accurately document known solutions on incidents related to enterprise applications, hardware failure, system configuration, repair, installation, etc.
-Experience working in a team environment.
-Proactive response to identified training, technical support, and customer service needs in line with IT management and business guidelines.
-Additional duties may include developing technical documentation and writing FAQs.
-Adhere to the highest degree of professional standards and strict confidentiality in matters that require discretion.
-Attend professional development and training sessions on a regular basis to grow and develop in position and career.
-Participate in special projects as assigned by IT management.
-Perform other job-related duties as necessary.
Experience: QUALIFICATIONS AND REQUIREMENTS
-Bachelor's degree in Computer Science or related; equivalent work experience will be considered.
-Excellent verbal and written communications skills.
-Strong attention to detail.
-Ability to work with minimal supervision.
-Ability to integrate procedural steps and processes with technical requirements and system functions to assure successful delivery of work.
-Team oriented, flexible, and able to work in an ambiguous and / or changing work environment.
-Reports to Manager of IT Support.
-100% in-office work arrangement required.
-Ability to work extra hours as needed.

KEY PERFORMANCE MEASURES
-Excellent customer service experiences by all customers and IT personnel.
-Accurate and timely record keeping and reporting of all incidents using OTIS.
-Coordinate user needs and business requirements effectively with others within the IT department and IT management.
-Successful involvement in assigned firm-wide projects ( if any ).

To Apply to this job go to http://www.GadBall.com or click here