Our GLOBAL Client located in the western suburbs of CHICAGO, ILLINOIS, currently seeks an EXPERIENCED... HELP DESK ANALYST. (SORRY, NO ENTRY-LEVEL OPPORTUNITIES AVAILABLE AT THIS TIME). Job Purpose:

Serves as first point of contact for users requesting IT service.
Provides Tier 1 resolution for requests and problems including but
not limited to PC/laptop/phone/PDA use, account administration,
Microsoft Windows/Office use/configuration and other desktop software, peripherals and technology.

Major Responsibilities:

1) Records user service requests in case tracking system according to department process.
2) Fulfills user requests for help desk service for desktop/laptop technology including PC, peripherals, printers, PDAs/Blackberry, USB devices, wireless NIC, CD/DVD and other desktop/laptop connected devices.
3) Assigns or escalates problems and requests to appropriate level 2 resources.
4) Creates user documentation to assist users with routine use and resolution scenarios.
5) Provides direct guidance and instruction to users to resolve PC problems and to assist the user with the use of PC and applications. Provide application, procedural and process assistance to all users of computer software applications
6) Assists desktop support, tier 2 and tier 3 resources with problem resolution. May implement solutions provided by others to solve escalated problems.
7) Performs issue follow-up with user and other technical resources to ensure problem resolution and timely close out of tickets.
8) Documents problem identification, symptoms, diagnosis and resolution steps in case tracking system or other document sources as required.
9) Runs reports in case tracking system as required to fulfill management reporting requests.

Minimum Education & Certifications Required:

Associate Degree in Computer Science or equivalent experience is required. Help Desk Institute or equivalent certification desirable.

Experience & Skills Required:

2 year experience in a distributed help desk environment. Excellent verbal and interpersonal skills a MUST! Ability to speak clearly in English and write well in English. PC skills with Windows operating systems (98/NT/2000/XP) and Microsoft office applications (Word, Excel, PowerPoint, Access, Visio, Project). Experience with a variety of PC/laptop models and peripherals. Experience with remote administration tools and techniques. Demonstrated aptitude to quickly learn new applications and technologies.

Physical Requirements & Working Conditions:

Normal office environment. Heavy to constant phone and PC usage during work hours.


REPLY TO:

mcgstb
@netscape.net



(INCLUDE SALARY HISTORY FOR CONSIDERATION)
(PLEASE INCLUDE JOB TITLE IN SUBJECT HEADING)
(WE ARE UNABLE TO SPONSER OR TRANSFER H1B-VISA'S)


Location: western suburbs of CHICAGO, ILLINOIS
Compensation: OPEN

Experience: REPLY TO:

mcgstb
@netscape.net


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