Aqueity is looking for a skilled IT Help Desk Support Analyst, who is responsible for handling service requests for our clients requiring IT support. The Help Desk Support Specialist will work on-site in Lombard, IL, with our service delivery team to support and triage incoming issues on the following technologies: workstations, printers, servers, networks, and vendor-specific hardware/software. The ideal candidate has a true passion for technology and learning, enjoys problem solving, and has excellent customer service skills.

Responsibilities:

Provides IT Support relating to technical issues involving Microsoft’s core business applications, operating systems, and cloud services
Supports disaster recovery solutions
Provides technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Provides basic remote access solution implementation and support: VPN, remote services, and Citrix
Monitors the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
Triages and classifies incoming service requests by gathering information from clients and computer systems
Documents and tracks all required information supporting accurate ticket reporting for the Service Desk
Resolves service requests during the first phone call if possible, and escalates service requests to other resources as needed
Communicates with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Displays an ability to patiently walk a user through the steps needed to address the issue
Fast turnaround of customer requests - quickly and correctly identifies the user's issue or problem, recommending the most efficient solution to address the issue
Answers all web-based inquiries and phone calls within the response time goals for the Service Desk
Documents basic support processes and knowledge base articles for recurring issues as needed, and escalates identified recurring issues to next level support engineers
Ability to work in a team and communicate effectively - maintains a positive and friendly attitude towards all team members
Handles difficult situations calmly and with confidence
Displays empathy for our technology users and their day-to-day challenges
Maintains good organization and follows each user service issue through to completion
Productively fills down-time to improve our technology infrastructure and our organization
Proactively makes suggestions for solutions to our most recurring user requests and technology service issues
Improves customer service, perception, and satisfaction
Other duties as assigned

Requirements:

Minimum high school diploma and 2+ years’ experience in end user technical support role in a related technical support discipline, or equivalent combination of education and experience
Relevant experience in a technical support role, creating help tickets and handling end user support
Advanced understanding of operating systems, business applications, printing systems, and network systems
Experience working with an IT managed services provider or IT consulting firm strongly preferred
Experience with ConnectWise and/or Kaseya preferred
Certifications preferred (e.g. CompTIA A+, Microsoft MTA/MCSA, etc.)
Strong verbal/written communication skills including telephony skills, active listening, and customer-care, and detailed documentation skills
Ability to translate "IT" speak for the customer and create tangible action items
Strong problem solving and diagnosis skills of technical issues, ability to "think outside the box"
Ability to multi-task and adapt to changes quickly while managing competing priorities
Technical awareness: ability to match resources to technical issues appropriately
Understanding of various support tools, troubleshooting 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-paced environment
Able to work in a team-oriented environment and communicate effectively
Current active drivers’ license with active auto insurance
Able to lift computer equipment, approx. 40lbs.

Why Work for Aqueity?

Competitive salary: $45-60k depending on experience
Bonus program
Excellent healthcare benefits (medical, dental and vision)
Company paid basic dental, life and AD&D, short/long term disability insurance
Retirement savings account employer match
Ongoing training and development
Paid Time Off program
In-office highly collaborative work environment, with partial remote work option
Business casual dress code
Quarterly company lunches
Fun work culture - on demand video games/foosball, team building events
The best coworkers you could ask for
Great place to learn and grow in IT!

Aqueity

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