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Help Desk Support Analyst

Location: Downers Grove, IL
Job # 10274521
BridgePoint Technologies, www.mybridgepoint.com, a premier full service consulting firm, located in Downers Grove, IL is currently seeking to expand its IT Managed Help Desk Services Staff with a Help Desk Support Analyst to provide Level 1, first shift (8am CT – 5pm CT) remote support for client issues based out of BridgePoint’s Network Operations Center (NOC) in Downers Grove, IL.

The Support Analyst’s primary responsibilities will be assisting our clients in successful completion of network support related initiatives by providing technical field and phone support for the Chicago-land and the Midwest Region areas of the U.S. Candidates must have reliable transportation and be willing to work at various sites while being on call throughout the suburbs and downtown Chicago area.
 
General Job Requirements:
  • Basic remote access solution implementation and support: VPN, remote services, and Terminal Services
  • IT Support relating to technical issues involving Microsoft’s core business applications, operating systems and cloud services
  • Support of backups and disaster recovery solutions
  • Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
  • Basic remote access solution implementation and support: VPN, remote services, and Terminal Services
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review in ConnectWise
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Respond to all customer inquiries in a courteous and professional manner
  • Answer the most commonly asked questions for defined issues and problems
  • Act as first line analyst for service request tickets following established protocols
  • Create, document, and escalate issues and problems in accordance with ticketing standards and SLAs
  • Monitor ticket queues and provide service or escalation as necessary
  • Provide basic level desktop/technical support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)
  • Provide excellent customer service, interpersonal skills and telephone etiquette.
  • Proven ability to multi-task
  • Ability to lift computer equipment
  • Commitment to continuous personal and professional growth
  • Fast turnaround of customer requests
  • Ability to work in a team environment and communicate effectively
  • Work with the team to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require engineer level support
 
Skills/Qualifications:
 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Quick thinking
  • Must be able to apply critical thinking to solve customer problems
  • Exhibit calm under pressure
  • Outstanding phone skills and can calm frustrated customers 
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
  • Skill in diagnosis of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment
  • Understanding of mobile device technologies (Blackberry, iPhone, Android, etc.)
 
Physical Demands
While performing the duties of this job, the employee is frequently required to stand; sit; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee is occasionally required to walk; use hands to finger, handle, or feel; and talk or hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer
The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
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