Tier 2 Service Desk Analyst; onsite Chicago

Responsibilities

Provide responsive, timely and high‑quality support to corporate customers regarding their technical inquiries, driving ownership and resolution of issues through critical thinking, technical proficiency, and excellent communication.

• Research, resolve, and respond to complex questions received via emails, chat, and collaboration tools, providing support on the computing and collaboration environment, including the following systems, platforms, or technology:
• Microsoft Office 365 Account Support, Password Resets, etc.
• Windows 10; PC Laptop, Desktop and Mobile Device support
• MS Office Productivity Suite functional support
• Collaboration tools including but not limited to Zoom
• Remote support toolsets including:
  Proxy Pro
• Support of Audio‑Visual teleconference systems, equipment, and scheduling, such as Zoom Rooms

Acquire and maintain knowledge of updated supported platforms and releases, current support policies, and methods of support delivery, to provide technically accurate solutions to customers.

Attend structured and unstructured (shadow, OJT) training sessions offered within the group and assist in training workshops, as well as weekly Team training sessions.

Utilize ITSM ticketing system (such as Service Now) to classify, prioritize and enter details of each working interaction with appropriate level of detail and attention to completeness, accuracy, and grammar.

Participate in team projects that enhance the quality or efficiency of Service Desk service.

Average handling time ~9‑13 minutes, handling 12‑14 contacts/hourly.

Accurate troubleshooting notes, multi‑tasking - documenting and troubleshooting simultaneously.

• 3+ years experience as a Service Desk Analyst or Technical Support
• experience with white glove support c‑level/executives
• previous technical research experience for complex tickets
• hands‑on documentation experience writing KBs, etc.
• Proven expertise with positive customer service skills and communication skills
• onsite technical support experience as well as remote support
• Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, Service Now, Zendesk
• Demonstrated support of enterprise environments, including: (preferred to have experience, but if not we can teach!)

• Hands‑on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
• Support of Microsoft Windows 10 Operating System
• Support of MS O365 provisioned accounts
• Support of mobile devices such as iPhone, Android, iPads, Surface Devices, etc.
• Password Reset, Account Unlock, etc.
• Support of Mac Book devices and MacOS
• Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
• Use of remote‑support technologies such as Bomgar, Team Viewer, Beyond Trust, etc.
  
  - Prior experience working within a firm environment including Accounting, Consulting or Legal organizations is a strong plus
• Experience with ACD systems, such as any of the following:
  Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9 (preferred)
• Service Now experience
• Legal applications (iManage, InTapp, Box, etc)
• Experience supporting MacOS 10‑11;
  Mac Book Air and Mac Book Pro
• Technical certifications

Compensation: $30-37/hr exact compensation may vary based on several factors, including skills, experience, and education.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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