SMaRT Technology Services, Inc.
Job Description
Role:
Help Desk Analyst Location:
Chicago, IL Level:
Full Time Employee, Hybrid Onsite/Remote Travel:
None
Summary:
The Help Desk serves as the single point of contact (SPOC) answering phone calls and creating ITSM ticketing system service tickets for the end-user community with 24x7x365 coverage. The Help Desk Analyst delivers Level 1 technical and non‑technical support remotely to end users to resolve incidents and respond to service requests. Under limited supervision, this role reports to the Help Desk Manager/Lead and works within a team environment providing customers with information, restoring service, and escalating tickets when needed.
Responsibilities
Answer incoming customer calls in a pleasant, helpful manner
Identify and classify incidents/service requests using impact and urgency scales and handle them according to ITIL-based incident response procedures
Troubleshoot, diagnose, and resolve incidents, aiming to address first‑call resolution with remote‑control software and the ITSM knowledge base
Assist end users with service requests (upgrades, information, training, IMACDs, software/hardware questions, etc.)
Implement corrective actions or workarounds for known errors and unresolved problems
Escalate to the appropriate group when additional or specialized support is needed, following SLA response times
Collaborate with Help Desk staff and the Lead/Manager on knowledge‑base updates
Reassign approved IMACD requests with other service towers
Train or cross‑train other Help Desk Analysts as needed
Update all incident/service request activity in ServiceNow with appropriate detail
Document solutions in the central ITSM ticketing system knowledge base
Reset passwords and/or direct users to reset passwords through the self‑service portal
Promote the self‑service portal to users to reduce calls and improve customer satisfaction
Provide feedback to the Lead/Manager on ServiceNow functionality and usability for continuous improvement
Requirements
2‑year college degree in a related field or equivalent professional experience
Flexibility to work different shifts
Competence in using, configuring, and troubleshooting common desktop applications such as Microsoft Office, Outlook, Windows 7, and Windows 10
At least six months of end‑user support experience
At least six months of experience using an IT Service Management system, preferably ServiceNow
Experience using remote desktop (RDP)
Participation in on‑call rotation for after‑hours support
Help Desk Institute certification or CompTIA A+ certification preferred
Knowledge of cyber‑security best practices
Excellent oral and written communication skills
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
COVID-19 Vaccine Statement This opportunity will require a COVID‑19 vaccine based on clients’ requirements and/or guidelines in the future.
Company Description Established in 1998, SMaRT Technology Services, Inc. is a leading Minority Owned Information Technology services provider in Chicago. We are a consulting firm providing education, public sector organizations, commercial and private businesses with the latest innovations in information and business technology solutions. Smart holds business certifications as an MBE/DBE with the City of Chicago and Cook County.
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Help Desk Analyst Location:
Chicago, IL Level:
Full Time Employee, Hybrid Onsite/Remote Travel:
None
Summary:
The Help Desk serves as the single point of contact (SPOC) answering phone calls and creating ITSM ticketing system service tickets for the end-user community with 24x7x365 coverage. The Help Desk Analyst delivers Level 1 technical and non‑technical support remotely to end users to resolve incidents and respond to service requests. Under limited supervision, this role reports to the Help Desk Manager/Lead and works within a team environment providing customers with information, restoring service, and escalating tickets when needed.
Responsibilities
Answer incoming customer calls in a pleasant, helpful manner
Identify and classify incidents/service requests using impact and urgency scales and handle them according to ITIL-based incident response procedures
Troubleshoot, diagnose, and resolve incidents, aiming to address first‑call resolution with remote‑control software and the ITSM knowledge base
Assist end users with service requests (upgrades, information, training, IMACDs, software/hardware questions, etc.)
Implement corrective actions or workarounds for known errors and unresolved problems
Escalate to the appropriate group when additional or specialized support is needed, following SLA response times
Collaborate with Help Desk staff and the Lead/Manager on knowledge‑base updates
Reassign approved IMACD requests with other service towers
Train or cross‑train other Help Desk Analysts as needed
Update all incident/service request activity in ServiceNow with appropriate detail
Document solutions in the central ITSM ticketing system knowledge base
Reset passwords and/or direct users to reset passwords through the self‑service portal
Promote the self‑service portal to users to reduce calls and improve customer satisfaction
Provide feedback to the Lead/Manager on ServiceNow functionality and usability for continuous improvement
Requirements
2‑year college degree in a related field or equivalent professional experience
Flexibility to work different shifts
Competence in using, configuring, and troubleshooting common desktop applications such as Microsoft Office, Outlook, Windows 7, and Windows 10
At least six months of end‑user support experience
At least six months of experience using an IT Service Management system, preferably ServiceNow
Experience using remote desktop (RDP)
Participation in on‑call rotation for after‑hours support
Help Desk Institute certification or CompTIA A+ certification preferred
Knowledge of cyber‑security best practices
Excellent oral and written communication skills
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
COVID-19 Vaccine Statement This opportunity will require a COVID‑19 vaccine based on clients’ requirements and/or guidelines in the future.
Company Description Established in 1998, SMaRT Technology Services, Inc. is a leading Minority Owned Information Technology services provider in Chicago. We are a consulting firm providing education, public sector organizations, commercial and private businesses with the latest innovations in information and business technology solutions. Smart holds business certifications as an MBE/DBE with the City of Chicago and Cook County.
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