Help Desk Tier 1

  • Job ID:

    2011

  • Pay rate range:

    $22/hr - $23/hr

  • City:

    Chicago

  • State:

    Illinois

  • Duration:

    09/15/2019 - 03/15/2020

  • Job Type:

    Contract

  • Job Description:

    Pay: $22-$23 per hour

    Duration: 6+months

    A Fortune 500 company is seeking a Help Desk (Tier 1) for a 6+month project located downtown Chicago.

    The Help Desk Analyst (Level 1) will provide over-the-phone IT technical support to company's employees related to computer hardware and software. The Help Desk Analyst will respond to inquiries and requests and troubleshoot incidents by gathering the symptom data, isolating the issue and then implementing the solution. 


    POSITION 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 

    • Provide initial software, hardware, and networking troubleshooting for company applications 

    • Handle Password Resets

    • 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) 

    • Use problem solving skills to troubleshoot problems or situations and thinks abstractly to solve them

     

    Requirements:

    • 1+years exp - Help Desk Experience

    • ITIL Principles

    • Spanish Speaking a plus

    #PCIT

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