Analyst; Tier I - End User Engineering; Help Desk

Analyst (Tier
1), End User Engineering About RKON:

Since 1998, RKON has delivered IT transformation that helps private equity and enterprise firms achieve seamless security—from strategy to execution to managed services. We believe IT should serve the business strategy, not stand in the way of execution. Headquartered in Chicago, our team has developed a refined approach that delivers a clear vision of a scalable, agile, secure, cost-optimized, and low-risk end state.

RKON is growing fast, and that growth means incredible opportunities for our team members. We pride ourselves on fostering a culture of creative thinking and collaboration, where ideas are valued, contributions are recognized, and professional development is a priority. Our people are at the heart of everything we do, and this commitment drives the extraordinary level of service we deliver to our customers.

If you’re looking for a place where growth creates new possibilities and your potential is truly valued, RKON is the place for you.

We are pursuing IT Help Desk (Analyst, End User Engineering) professionals who are looking to build and elevate their IT career. This role will provide the opportunity to get hands on experience with the latest bleeding edge technologies. Our Help Desk is viewed as a training program, we encourage training and foster upward mobility in the fields of security, networking, and virtualization.

You must be based in Chicago as you will be required to work onsite in our Chicago office.

RKON does not accept unsolicited resumes from staffing agencies, search firms, or any third parties. Recruiters, please do not contact.

• Provides world class customer service by acting as a customer advocate with a focus on setting a positive and supportive tone with end users.
• Reacts and responds to tickets and alerts to ensure maximum possible service availability and performance.
• Accepts support requests via multiple contact methods (phone, ticket (email/portal), chat, etc.).
• Provides Level 1 and 2 support for incidents (problem/issues) or service requests related to hardware, software, mobile devices and network connectivity.
• Updates ticket notes and customer communications in a timely / accurate fashion.
• Troubleshoots and resolves incidents and/or escalates as required with support vendors and RKON senior support engineers.
• Fulfills IT related requests per defined processes including computer deployment/staging activities.
• Performs incident triage and resolution including updating related fields such as priority, category, and other tracking/reporting data.
• Facilitates workflows and queue management of tickets/service requests to meet or exceed defined service level expectations and other performance indicators.
• References, follows and provides feedback on documented knowledge articles to provide consistent solutions.
• Works within Microsoft 365 and on-prem Active Directory – access management, mailbox management, computer/device management.
• Provides support for Microsoft office applications across operating systems and web/desktop versions including basic "how to" questions.
• Supports mobile device configuration, mobile device management (MDM), provisioning, and support.
• Performs access management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Completes assigned administrative/client projects (i.e., testing and other project-related tasks).
• Other duties as assigned.

• A desire to pursue a long-term career in IT, and a strong customer service background.
• Excellent teamwork, communications and interpersonal skills
• Professional verbal/telephone and written communication techniques demonstrating strong customer service skills and attention to detail
• Effective cross-cultural communication skills
• Ability to be punctual, reliable and work varied schedules to contribute to 24/7/365 support environment including day/evening/night shifts
• Demonstrate excellent multi-tasking and time management skills and ability to work under pressure and meet scheduled obligations with minimal supervision
• Demonstrate strong problem solving/analytical skills to determine next steps
• Basic Microsoft Windows and MacOS skills, ability to triage hardware and OS/software issues Follows company standard hardware and software configurations
• MS Office (Teams, Outlook, Word, PowerPoint, Excel) working knowledge is required
• General understanding of security threats such as phishing and malware
• Willing and able to learn and adapt to change

• One to two years in a Help Desk/IT Support related role
• Microsoft account and mailbox administrative tasks
• Familiarity with enterprise systems (server, backup, active directory) and network switches/firewalls
• ITIL knowledge or other IT certifications

• High school diploma

• RKON EUE…