Job Description

Job Title: Help Desk/Service Specialist

Location Hybrid – Springfield, IL (2-3 days on-site)

Provides Technical support to clients by analyzing, identifying, and resolving client issues, including: PC, server or mainframe applications, and hardware. May interact with network service, software systems engineering, or applications development to restore service and identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Issues can vary from simple questions to more complicated matters. Handles many requests in a short amount of time and is responsible for client satisfaction.

Responsibilities:

• Basic/Intermediate level understanding of Operating Systems, Software and printer installations, networking (wireless and cabled), MS Office products, email, customer support.
• Ability to multitask in a fast moving, busy environment.
• Under direct supervision, responds to and diagnoses problems through discussion with users.
• Resolves basic/intermediate level problems while referring more complex problems to senior level staff.
• Performs duties within the guidelines and SLA’s as defined by department standards.
• Create incident and request “tickets’ in a timely and accurate manner as specified by department guidelines.
• Answers client questions and provide information, advice, or instructions to callers.

Requirements:

• Relevant technical education at a vocational level and relevant experience in a technical help desk environment.
• May be required to be on-call.
• Work hours may extend beyond normal work hours.
• Ability to work remotely for business continuity purposes, if required.
• Service orientation with good phone and written business skills.

Salary Range: $24.18 - $33.05

• Salary is commensurate to experience, location, etc.