Robert Half Technology in downtown Chicago has ongoing opportunities for Helpdesk / Desktop Support Techs. This position will include the following duties: Resolving less complex problems immediately while troubleshooting more complex problems through to resolution or reassign to administrator-level support if/when necessary; Answering phones and administration of help desk systems as well as work flow; Providing a technical first point of contact for associates and staff within a national user community.

Functions include, but are not limited to the following: Providing first line helpdesk support to the user community by answering questions related, but not limited to Microsoft Office, Internet applications, desktop, network, PDA and the telephone systems. The Helpdesk Support Tech will be responsible for opening tickets in the Helpdesk work order system and dispatching appropriate resources; primary Help Desk email, phone and online request response person, provide support to end users on a variety of issues, identify, troubleshoot, and respond to end-user issues or requests, and perform diagnostics using various tools. Support includes but is not limited to assisting with print issues, installing, maintaining, modifying and troubleshooting hardware and software systems, documenting, tracking and monitoring all issues to ensure a timely resolution, and testing and verifying fixes to ensure the problem has been adequately resolved. The Desktop Support Tech will provide weekly updates about issues based on specific categories, create and maintain a shareable solutions knowledge base, ensure a consistent response to problem resolution, service requests, and status reporting, refer serious problems upward to top management as necessary in a timely manner, follow department and company standard operating procedures for internal reviews of configuration and procedure documents, and utilize a call tracking system to log trouble tickets, change requests, and IT service requests, track and close tickets. The Helpdesk Support Tech must be able to communicate effectively with all users with a focus on the end user reassessing/resolving issues as appropriate and assist management in creating and documenting IT Help Desk processes, procedures, workflows, and schedules in order to meet and/or exceed established service levels to our users. The Support Tech will continually assess the Help Desk processes against industry best practices and refinement of processes as needed, report the Help Desk performance against established service levels, engage in ongoing incident review and analysis, customer communication regarding ongoing incident status, and manage customer relationships with the Help Desk in a courteous and professional manner. ALL INTERESTED IN CANDIDATES, PLEASE CONTACT: Jessica DeLopez at or (312) 616-7974.
<br/><br/>All applicants applying for U.S. job openings must be authorized to work in the United States. All applicants applying for Canadian job openings must be authorized to work in Canada.
Experience: Helpdesk Support Techs must possess a Bachelors degree in Computer Science, Computer Information Systems or relevant work experience, 2+ years of technical experience in a desktop support environment, and strong Windows XP, Microsoft Office, Outlook and Internet Explorer support experience. Candidates must possess knowledge of Ghost or similar imaging software and concepts, strong competency in supporting PC, Laptop and PDA Hardware and Software, and experience using Help Desk Software for issue tracking, asset tracking, knowledge base and service level reporting desired. Strong problem-solving and logical analysis skills, as well as solid troubleshooting and diagnostic skills are also required. Candidates must possess strong interpersonal skills-including strong verbal, written communication skills and excellent listening skills. Helpdesk Support Techs must be able to interact with individuals at all organizational levels. The ability to look beyond the surface and determine the true root cause of the issues, the ability to gather, interpret information effectively and conduct research into a wide range of computing issues are required, and solid organization skills are needed for these roles. Support Techs must be able to prioritize tasks (attention to detail is extremely important) understand and effectively evaluate the different aspects of the Helpdesk Operations, and manage multiple projects, under tight deadlines, often with competing priorities.

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