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INF/ Service Desk Analyst 2

Chicago, IL

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Location: Chicago Region
Category: Information Technology
Employment Type: Contract To Hire
Contact: ****
A Financial client is looking for a Help Desk Support Aanlyst to join their team on a contract to hire basis.
Hours: 10am -7pm M-F
Please see responsibilities below
Essential Duties & Responsibilities
Deliver exceptional service as the face of IT Support & initial point of contact for the firm’s National IT Service Desk
Troubleshoot and resolve simple to complex incidents associated with firm-standard end user applications, including but not limited to software, hardware, desktop computing, mobile technologies, password assistance, internet, network & remote connectivity, telecom & printer related incidents.
Hardware: Printers, Scanners, Peripherals, etc.
Enterprise: Microsoft Windows 7/10, Outlook, Share Point, Google Docs
Firm Applications: CaseWare, GoFileRoom, etc.
Common off the shelf (COTS) applications (MS Office 365/2016/2010, Adobe Acrobat, etc.)
Connectivity: Internet and LAN/WAN, Remote Access clients (VPN, Citrix)
Collaboration Tools: Video/Audio conferencing(WebEx), SharePoint, Cisco Jabber,
Mobile communication devices: Android, iOS, Windows
Telecom: Cisco Unified Communications, Polycom, Ring Central ACD/IVR
Exceptional customer service aptitude
The ability to prioritize tasks and respond with a sense of urgency
Effectively communicate both verbally and in written form to all levels of Firm staff.
Ability to work collectively with Team supervisors and peers on projects.
Capable of working independently, managing multiple tasks simultaneously
Work in an effective, consistent manner, maintaining quality assurance and compliance with established directives, policy and best practices.
Maintain a professional manner and appearance in the workplace.
Demonstrate integrity at all times both in and outside the workplace.
Maintain the confidentiality, security and exercise the appropriate level of discretion regarding all firm issues and information.
Accommodate flexible work hours, including weekends
Occasional travel to other office locations may be required.
Technical Requirements
At least 1 year experience in Helpdesk, call center/phone support role.
Education And Experience
CompTIA A , Network , Microsoft or ITIL certifications strongly preferred
3 years of IT support experience in a Microsoft environment
2 or 4-year degree in Computer Science or Information Systems preferred or equivalent work experience
Knowledge of installation and maintenance of Windows 7/10 operation systems, software installation via SCCM
Understanding of Local Area Networking (LAN) and TCP/IP concepts
Experience with AD group policy, Exchange/Outlook
Understand basic Information Technology security concepts. (Antivirus, Spam blockers, etc.)
Basis understanding of 2-factor authentication using tools such as Bitlocker, Duo Mobile
Familiarity with Microsoft Office 365 & 2010/2016 suite (Word, Excel, Outlook, PowerPoint)
Understanding of ServiceNow or similar ITSM tools
Ability to manage support tickets, ensuring timely updates and resolution.
Strong analytic skills and ability to apply critical thinking and a methodical approach to problem identification and resolution
Experience supporting iOS & Macintosh products a plus
Please Contract Candace Murphy at : ****

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