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L1 Service Desk ON-SITE

Company: eXcell
Location: Hoffman Estates
Posted on: November 12, 2021

Job Description:

At , we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people. -Our IT Service Desk Support Agents coordinate, diagnose, and troubleshoot incoming employee calls for a wide variety of clients and industries. They are the first point of contact for all service requests needing support for technical / IT issues involving desktop, laptop or network services from local personnel or from employees using remote network access. This is an On-Site position. -Responsibilities:

  • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
  • Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
  • Provides case status updates to management and end-users per service level guidelines
  • Support and maintain effective relationships with users
  • Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
  • Provide support for PCs, laptops, printers, cell phones, and tablets etc.
  • Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Follow all standard operating procedures (SOP) through the effective use of Knowledge managementRequired Qualifications:
    • 1-2 years of related work experience preferably in an IT Service Desk / Call Center environment
    • AA degree or technical training preferred or equivalent combination of education and experience
    • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
    • Certification in relevant IT products / technologies a plus
    • Focus on providing exceptional customer service
    • Able to communicate effectively in English both written and verbal with key stakeholders, leadership, partners, team members, other organizations, and customers
    • Ability to type while in involved in a conversation, at least 30 WPM
    • Sound understanding of customer support, operations, and processes with a desire and enthusiasm to serve customers
    • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
    • Working knowledge of the Microsoft Office application suite including MS Outlook
    • Active Directory and Exchange experience preferred
    • Solid analytical/cognitive skills to troubleshoot complex and technical problems
    • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
    • Demonstrated capability to achieve results under pressure in a fast-paced client-driven environmentFull COVID-19 vaccination may be required.W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **? Supports Equal Employment Opportunity** ?, a division of CompuCom - Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit -.

Keywords: eXcell, Hoffman Estates , L1 Service Desk ON-SITE, Other , Hoffman Estates, Illinois

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