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Help Desk in Chicago, IL at Signature Consultants

Date Posted: 4/11/2019

Job Snapshot

Job Description

Help Desk Summary:

Signature Consultants is seeing a Help Desk consultant who will provide over-the-phone IT technical support to colleagues related to computer hardware and software. The candidate will respond to inquiries/requests and troubleshoot incidents by gathering the symptom data, isolating the issue, and then implementing the solution.

Responsibilities:

  • Consistently deliver excellent customer service as first level telephone and multi-media contact support methods
  • Customer focused first point of contact for any and all IT Support
  • For any applications or infrastructures, direct colleagues to their appropriate vendor or third party support
  • Provide initial software, hardware, and networking troubleshooting for applications
  • Handle Password Resets for applications
  • Properly document incidents/requests in ticketing system (ServiceNow)
  • Triage tickets to appropriate support groups, including proper escalation of Major Incidents
  • Work with Senior Agents and Level 2 to escalate to appropriate support groups
  • Clearly document all interactions, troubleshooting steps, and resolutions within ticketing system (ServiceNow)
  • Act as a single point of contact, takes ownership and responsibility of issues from start through to resolution
  • Use problem solving skills to troubleshoot problems or situations and thinks abstractly to solve them

Qualifications:

  • Bachelor’s degree is required.
  • Minimum of 1 – 2 years of technical support experience providing support for MS Office, MS Exchange, MS Windows, and general networking
  • Exceptional verbal and interpersonal skills required; excellent written and organizational skills a must
  • Adaptable and with intellectual ability to thrive in a demanding, fast moving, and customer-focused environment
  • Ability to maintain confidentiality with information or items as required

Preferred Skills:

  • Familiarity with the fundamental principles of ITIL a plus, but not mandatory
  • Fluency in Spanish is highly recommended, as well as other languages
  • Familiarity with the fundamental principles of ITIL a plus, but not mandatory

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the ninth consecutive year, Signature was voted as one of the “Best Staffing Firms to Work For” and is now the 15th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 27 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients’ technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.