Senior IT Help Desk Analyst

Responsibilities:

  • Respond to all incoming contacts (phone/email/online).
  • Document incident/request specifics in the Incident Management System. 
  • Triage/troubleshoot/diagnose/resolve incidents through use of experience, available documentation and tools.
  •  Expected resolution rate is outlined in section 6.4 Service Level Objectives. 
  • Document all relevant data on issue unable to resolve (including incident specifics and any actions taken to attempt to resolve) and escalate to appropriate Service Desk or ITG support team.
  •  Triage outage assessed as being critical/high priority and follow procedures to escalate the incident to the Tactical Response Unit team.
  •  Communicate any current outage/critical incident status to callers and, if new information/symptoms reported, communicate to the tactical response unit to update team on technical bridge. 
  • Participate in continuous process improvement activities, making recommendations whenever possible.
  •  Participate in project work Comply with HIPAA, diversity principles, corporate integrity, compliance program policies and other applicable corporate and departmental policies.
  •  Maintain complete confidentiality of company related business.
  •  Maintain effective communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
  •  Technical certification/diploma with 1 years experience in a technical call center, customer service team or service desk OR 3 years experience in a technical call center, customer service team or service desk.
  •  Verbal, written, interpersonal, team-building, organizational and customer service skills. 
  • Troubleshooting and problem solving skills. Support 24/7 hours of operation. Proficiency in typing


Qualifications:

  • Experience level: Entry Level
  • Minimum 1 year of experience
  • Education: No Degree Required

Skills:

  • Help Desk Support
  • MS Office
  • Ticketing
  • Windows (1 year of experience is required)
  • VPN (1 year of experience is required)

Overview

Location Waukegan, IL
Workload 40 hours/week , 100% onsite
Expected start date ASAP
Expected end date Open
Necessary languages English
Necessary skills Analyst, IT, Management, Troubleshooting, communication

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