Help Desk

LocaTion : Suburbs of Chicago Roles: 1Fulltime and 2nd one contract ONSITE only LOCAL GC & US CITIZENS ONLY (One full time role and one Contract role - Overnight shift) and complete onsite. Require senior profiles (tier 2/3); should be able to handle Phone calls and analyze the issues; Very Good experience with O365, VPN, windows, mobile devices, rebooting servers is required. Service Desk Specialist Summary The AAR Help Desk is the face of the Information Technology (DT&A) team and serves as the first point of contact for all IT end user inquiries. Our mandate is to provide effective, efficient, timely and courteous support. As a member of the Help Desk, the Help Desk Analyst will be expected to perform the outlined responsibilities. To succeed in the role of Help Desk analyst, the incumbent should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction. Essential Job Functions • Serve as the first point of contact for all Information Services and Technology end user inquiries, providing effective, efficient, timely and courteous support • Answer all end user inquiries (phone, email, web), log, categorize, track and triage all incoming requests/tickets • Review ticketing and monitoring dashboards for timely assignment of tickets, checks, validates and updates ticket information/documentation as necessary. • Quickly and accurately prioritize incidents and promote proper Incident Management, troubleshoot, escalate, and/or resolve tickets within defined SLAs • Escalate end user inquiries to the appropriate DT&A support group, escalate all critical IT service issues to appropriate support group and/or vendors • Follow up with end users on outstanding requests to ensure timely resolution. Leverage remote support tools to resolve support requests as necessary. • Diagnose and troubleshoot end user hardware, software, network and application issues to resolution, engaging other groups/vendors as required • Perform and coordinate activities related to access management for various business applications and systems • Support for PCs, laptops, servers, printers, cell phones and business applications, including physical deployments • Create user documentation, update existing documents with processes changes, publish to ITSM catalogues/document stores • Mandatory participation in the after-hours on call rotation • Perform other duties as assigned and required Qualifications: • Bachelor’s degree with an accredited college in Information Technology, Computer Science or related field, preferred. 3-5 years of practical business experience • Experience with cloud, web and/or networked computing