Analyst (Tier I) - End User Engineering (Help Desk)

RKON • Chicago, IL

9h • $45,000 • Onsite

About The Position

We are pursuing IT Help Desk (Analyst, End User Engineering) professionals who are looking to build and elevate their IT career. This role will provide the opportunity to get hands on experience with the latest bleeding edge technologies. Our Help Desk is viewed as a training program, we encourage training and foster upward mobility in the fields of security, networking, and virtualization. You must be based in Chicago as you will be required to work onsite in our Chicago office. RKON does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Recruiters, please do not contact.

Requirements

• A desire to pursue a long-term career in IT, and a strong customer service background.
• Excellent teamwork, communications and interpersonal skills
• Professional verbal/telephone and written communication techniques demonstrating strong customer service skills and attention to detail
• Effective cross-cultural communication skills
• Ability to be punctual, reliable and work varied schedules to contribute to 24/7/365 support environment including day/evening/night shifts
• Demonstrate excellent multi-tasking and time management skills and ability to work under pressure and meet scheduled obligations with minimal supervision
• Demonstrate strong problem solving/analytical skills to determine next steps
• Basic Microsoft Windows and MacOS skills, ability to triage hardware and OS/software issues
• Follows company standard hardware and software configurations
• MS Office (Teams, Outlook, Word, PowerPoint, Excel) working knowledge is required
• General understanding of security threats such as phishing and malware
• Willing and able to learn and adapt to change

Nice To Haves

• One to two years in a Help Desk/IT Support related role
• Microsoft account and mailbox administrative tasks
• Familiarity with enterprise systems (server, backup, active directory) and network switches/firewalls
• ITIL knowledge or other IT certifications

Responsibilities

• Provides world class customer service by acting as a customer advocate with a focus on setting a positive and supportive tone with end users.
• Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance.
• Accepts support requests via multiple contact methods (phone, ticket (email/portal), chat, etc.
• Provides Level 1 and 2 support for incidents (problem/issues) or service requests related to hardware, software, mobile devices and network connectivity.
• Updates ticket notes and customer communications in a timely / accurate fashion.
• Troubleshoots and resolves incidents and/or escalate as required with support vendors and RKON senior support engineers.
• Fulfills IT related requests per defined processes including computer deployment/staging activities.
• Perform incident triage and resolution including updating related fields such as priority, category, and other tracking/reporting data.
• Facilitates workflows and queue management of tickets/service requests to meet or exceed defined service level expectations and other performance indicators.
• References, follows and provides feedback on documented knowledge articles to provide consistent solutions.
• Works within Microsoft 365 and on prem Active Directory – access management, mailbox management, computer/device management.
• Provides support for Microsoft office applications across operating systems and web/desktop versions including basic “how to” questions.
• Support mobile device configuration, mobile device management (MDM), provisioning, and support.
• Perform access management and maintenance for various applications and systems (e. g., creates or modifies user accounts and permissions, and performs password resets.
• Completes assigned administrative/client projects (i.e. testing and other project related tasks).
• Other duties as assigned.

Benefits

• RKON provides a benefits package that includes health insurance (medical, dental, vision, life, and long and short-term disability insurance); flexible time off; and a 401(k) Plan with employer match to qualifying employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED