IT Service Desk Technician I

The Bradford Exchange•Niles, IL

4h•$57,000 - $62,000•Hybrid

About The Position

Impassioned…Emboldened…Infinitely Curious: The Bradford Group family of brands is a world leader in new product development. We have been selling joy for over 50 years! Our global organization consists of several business divisions ranging from jewelry, apparel, to collectible coins and so much more. We concept, create, design and market our creative products directly to our customers, and leverage licenses with the biggest names in entertainment and sports to bring unique and curated products to our customers across the globe. We are hiring for an IT Service Desk Technician I. This role will provide support and troubleshooting for the desktop environment, manage communication between the company and the helpdesk vendors and identify areas for improvement. Maintain software and OS patching across the enterprise.

Requirements

Bachelors degree in Computer Science, Information Technology or related field, or equivalent experience
2+ years IT work experience preferably in desk top and/or server support
Experience with equipment and software standards, procedures and procurement.
Excellent communication skills-both written and verbal.
Familiarity with fundamental principles of ITIL (required) and IT Service Management Principles.
HDI Help Desk certification.
Experience with equipment and software standards, procedures and procurement.
Excellent communications skills, both written and verbal
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Strong documentation skills.
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.

Responsibilities

Provide day-to-day support for the end user community.
Field incoming requests to the Service Desk via both telephone and e-mail/ticketing system to ensure courteous, timely and effective resolution of end user issues.
Evaluate documented resolutions and analyze trends for ways to prevent future problems, alert management to emerging trends in incidents, assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
Provide on-call availability up to 10 weeks per year.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver desktop service levels.
Perform hands-on fixes at the desktop level, including software installation and upgrade, hardware installation, file backups and recovery, and systems and applications configuration. Perform preventative maintenance, including workstations, printers, and peripherals checking and cleaning.
Reinforce SLAs to manage end-user expectations.
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
Accurately document instances of desktop equipment or component failure, repair, installation, and removal. If necessary, liaise with third-party support and PC equipment vendors.
Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow ups to help requests.
Assist in the maintenance an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
Assists employees in the offices outside of Niles and Bensenville, including Jacksonville, FL, Oxford, Canada, Australia, and China offices with desktop and laptop support.
Provide first-line support in maintaining cybersecurity best practices, including user education on phishing, password hygiene, and secure system use.

Benefits

We offer a competitive compensation plan and great benefits, with some benefits starting from day 1!
Employee Stock Ownership Plan (ESOP) which allows you to not only derive the benefits of working as an employee at The Bradford Group, but also gain the benefits of being an owner.
Professional Development Program
Mentor Program
LinkedIn Learning
Business Casual Work Environment
Health and Dental Insurance
Vision
Life Insurance
Disability Insurance
Paid Time Off (PTO)
Direct Deposit
Credit Union
Flexible Spending Accounts
Health Savings Accounts
Employee Assistance Program
Employee Referral Bonus Program
401(k)
Profit Sharing
Tuition Reimbursement
Toastmaster’s memberships
Peer Recognition Program
Product Discounts