SMaRT Technology Services, Inc.
Help Desk Analyst
– SMaRT Technology Services, Inc. Join to apply for this full‑time, hybrid position located in 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. The analyst works in a team environment under limited supervision and reports to the Help Desk Manager/Lead. Responsibilities include providing customers with information, restoring service, offering specific services, and escalating tickets to higher levels of support when needed. Support includes triaging tickets, answering general questions, basic technical troubleshooting, and escalating to appropriate groups per SLA. The analyst may work remotely from home 1‑2 days a week after completion of training and managerial approval.
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 procedures
Troubleshoot, diagnose, and resolve incidents on the first call, working with end users in real time and using desktop remote‑control, ITSM knowledge base, and procedures manual
Assist end users with service requests (upgrades, information, training, IMACDs, software/hardware questions, etc.)
Implement corrective actions/workarounds for known errors and unresolved problems
Communicate with and elevate to the appropriate group when additional or specialized support is required to resolve an incident or service request within SLA response times
Work with Help Desk staff and Lead/Manager on updates to resolutions/workarounds in the knowledge base
Reassign approved IMACD requests to 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 to resolved incidents in the central ITSM knowledge base with appropriate detail
Reset passwords or guide users to reset through the self‑service portal
Promote self‑service portal to users to reduce calls to the Help Desk and satisfy customers’ needs more quickly
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
Competency in usage, configuration and troubleshooting of common desktop applications such as Microsoft Office, Outlook, Windows 7 and Windows 10
At least six months of experience with end‑user support
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 Because this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee, 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 and a consulting firm delivering education, public sector, commercial and private business solutions with the latest innovations in technology. Smart holds business certifications as an MBE/DBE with the City of Chicago and Cook County.
Our Chicago West Loop headquarters houses the following service offerings:
Service Desk/Help Desk
Systems Break‑Fix
Installations, Moves, Adds, Changes
Network Services
Asset Management
Managed IT Services
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– SMaRT Technology Services, Inc. Join to apply for this full‑time, hybrid position located in 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. The analyst works in a team environment under limited supervision and reports to the Help Desk Manager/Lead. Responsibilities include providing customers with information, restoring service, offering specific services, and escalating tickets to higher levels of support when needed. Support includes triaging tickets, answering general questions, basic technical troubleshooting, and escalating to appropriate groups per SLA. The analyst may work remotely from home 1‑2 days a week after completion of training and managerial approval.
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 procedures
Troubleshoot, diagnose, and resolve incidents on the first call, working with end users in real time and using desktop remote‑control, ITSM knowledge base, and procedures manual
Assist end users with service requests (upgrades, information, training, IMACDs, software/hardware questions, etc.)
Implement corrective actions/workarounds for known errors and unresolved problems
Communicate with and elevate to the appropriate group when additional or specialized support is required to resolve an incident or service request within SLA response times
Work with Help Desk staff and Lead/Manager on updates to resolutions/workarounds in the knowledge base
Reassign approved IMACD requests to 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 to resolved incidents in the central ITSM knowledge base with appropriate detail
Reset passwords or guide users to reset through the self‑service portal
Promote self‑service portal to users to reduce calls to the Help Desk and satisfy customers’ needs more quickly
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
Competency in usage, configuration and troubleshooting of common desktop applications such as Microsoft Office, Outlook, Windows 7 and Windows 10
At least six months of experience with end‑user support
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 Because this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee, 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 and a consulting firm delivering education, public sector, commercial and private business solutions with the latest innovations in technology. Smart holds business certifications as an MBE/DBE with the City of Chicago and Cook County.
Our Chicago West Loop headquarters houses the following service offerings:
Service Desk/Help Desk
Systems Break‑Fix
Installations, Moves, Adds, Changes
Network Services
Asset Management
Managed IT Services
#J-18808-Ljbffr