Help Desk Technician
Rosemont, IL Rosemont, IL Full-time Full-time From $55,000 a year From $55,000 a year 7 days ago 7 days ago 7 days ago The Help Desk Technician is an on site position that will support inbound tickets and phone calls from our employees in all locations and our remote workforce.
onsite position.
Duties include supporting user's hardware and software requests in person and over the phone, email or web; installing new hardware.
Job
Responsibilities:
Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets Maintain internal documentation as changes or knowledge is found Detailed communication with employees and vendors as required keeping all parties informed of issues, progress, changes, and resolutions.
Support of backup and disaster recovery solutions.
Fast and timely turn around on all requests and escalations Ability to work in a fast pace team environment Communication to our employees and vendors via phone, email, and ticketing system Escalating requests to appropriate higher-level team members or departments when needed Ability to work independently with locating information to assist an employee Enter all communication and work inside a service ticket Ability to assist and or train other team members when assistance is needed Part of an On-Call Rotation for After Hours support
Experience:
College level courses in IT and/or certification preferred Professional IT Certifications, such as:
Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network
or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Nationwide.
Minimal 2 years of experience in similar role Advanced understanding of operating systems, business applications, printing systems, and network systems Active Directory - Create Users; Allow Permissions Onboarding New Computers to the Network Basic Knowledge of Servers Knowledge of Microsoft Products including Windows Server and Desktop, Office and Windows Networking Ability to support PCs, laptops, printers, IP phones and cell phones Advanced diagnostic skills of technical issues Knowledge of IT applications, processes, software, and equipment Strong organizational and customer service skills Interpersonal skills:
such as communication skills, active listening, and customer-care Ability to multi-task and adapt to changes quickly Ability to work in a team and communicate effectively Technical awareness:
ability to match resources to technical issues appropriately Service awareness of all organization's key IT services for which support is being provided Understanding of support tools, techniques, and how technology is used to provide IT services Self-motivated with the ability to work in a fast-moving environment Additional Knowledge a Plus:
Experience working in a financial institution or call center preferred Experience with Linux, VMware, Cisco networking Knowledge of IP telephony Job Type:
Full-time Pay:
From $55,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Schedule:
Monday to Friday Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
onsite position.
Duties include supporting user's hardware and software requests in person and over the phone, email or web; installing new hardware.
Job
Responsibilities:
Answer phone calls, respond to tickets/alerts as well as handle escalated issues in a timely fashion Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets Maintain internal documentation as changes or knowledge is found Detailed communication with employees and vendors as required keeping all parties informed of issues, progress, changes, and resolutions.
Support of backup and disaster recovery solutions.
Fast and timely turn around on all requests and escalations Ability to work in a fast pace team environment Communication to our employees and vendors via phone, email, and ticketing system Escalating requests to appropriate higher-level team members or departments when needed Ability to work independently with locating information to assist an employee Enter all communication and work inside a service ticket Ability to assist and or train other team members when assistance is needed Part of an On-Call Rotation for After Hours support
Experience:
College level courses in IT and/or certification preferred Professional IT Certifications, such as:
Microsoft MCP/MCSA, Cisco CCNA, or CompTIA Network
or possessing the drive to achieve professional IT certifications applicable to the services and solutions provided by Nationwide.
Minimal 2 years of experience in similar role Advanced understanding of operating systems, business applications, printing systems, and network systems Active Directory - Create Users; Allow Permissions Onboarding New Computers to the Network Basic Knowledge of Servers Knowledge of Microsoft Products including Windows Server and Desktop, Office and Windows Networking Ability to support PCs, laptops, printers, IP phones and cell phones Advanced diagnostic skills of technical issues Knowledge of IT applications, processes, software, and equipment Strong organizational and customer service skills Interpersonal skills:
such as communication skills, active listening, and customer-care Ability to multi-task and adapt to changes quickly Ability to work in a team and communicate effectively Technical awareness:
ability to match resources to technical issues appropriately Service awareness of all organization's key IT services for which support is being provided Understanding of support tools, techniques, and how technology is used to provide IT services Self-motivated with the ability to work in a fast-moving environment Additional Knowledge a Plus:
Experience working in a financial institution or call center preferred Experience with Linux, VMware, Cisco networking Knowledge of IP telephony Job Type:
Full-time Pay:
From $55,000.
00 per year
Benefits:
401(k) Dental insurance Health insurance Life insurance Paid time off Schedule:
Monday to Friday Work Location:
In person.
Estimated Salary: $20 to $28 per hour based on qualifications.
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