Help Desk Support
Salary: $65k-$85k + bonus
Location: Chicago, IL
Hybrid: 3 days onsite, 2 days remote
*We are unable to provide sponsorship for this role*
Qualifications
Bachelor's degree 3-5 years of experience in an IT help desk or desktop support role, demonstrating a strong understanding of technical support principles and practices. Experienced in the following areas: Hardware (eg, desktops, laptops, mobile devices). Adobe Suite Network Fundamentals (TCP/IP, DNS, DHCP, VPN) VMWare Microsoft Office Suite Windows & macOS
Responsibilities
Serve as an escalation point for junior technicians, offering guidance, training, and support to help them resolve complex problems and develop their skills. Troubleshooting and Problem Solving: Diagnose and resolve a wide range of complex technical problems, often remotely, on-site or travel to remote offices, including issues with operating systems, applications, peripherals, and network infrastructure. Record detailed issue description, document troubleshooting steps performed, and enter issue resolution in the ticketing system Perform basic hardware and troubleshooting software Follow up with customers to ensure the issue has been resolved Track, route, and redirect issues and inquiries to correct resources/teams Properly escalate unresolved issues to the next level support Help support Audio/Video conference equipment for presentations and meetings Document all PC software and hardware procedures
