Title:  Help Desk Support

Job Summary: We seek a knowledgeable and customer-focused Technical Specialist to provide technical assistance and support for end users. You will be responsible for diagnosing and resolving hardware, software, and network issues, documenting support tickets, configuring devices, assisting in system administration tasks, and ensuring all desktops, laptops, and related systems function effectively. The ideal candidate has a strong technical background, excellent problem-solving skills, a customer service mindset, and the ability to work in a fast-paced environment supporting various technologies. 

This position will be working on site M-F 8AM-5PM at I-CAR's Training Support Center at 5125 Trillium Blvd, Hoffman Estates, IL 60192. The individual may be asked to work flexible hours and perform maintenance during after-hours as needed. 

Primary Responsibilities include the following.  Other duties may be assigned. 

• Monitors, evaluates, responds to, assigns, and prioritizes incoming help desk ticket requests for assistance from users both in office and remote experiencing problems with hardware, software, networking, and other computer-related technologies, through all submission channels (helpdesk portal, phone, chat, walk-up)  
• Closes tickets and fully documents the actions taken. Escalates issues as necessary.  
• Review, update, and create knowledge articles and standard operating procedures for solving help desk requests and IT Infrastructure Team operational processes.  
• Provides off-hours service when needed.
• Creates new user accounts and sets up access to the following systems: Okta, Office 365, network user account, email, telephone/voicemail, Salesforce, Skedulo, and other systems as needed.
• Enters technology equipment into the IT Asset Inventory system and prepares computers for deployment to new hires and replacement per the lifecycle schedule.  
• Support remote users via remote access tools.
• Follow the proper offboarding process for staff and contractors leaving the company and release associated software licenses.
• Regular auditing and updating of the IT Asset Inventory system, including accurate staff/contractor equipment assignment. 
• Basic phone system administration of phone and voicemail setup, basic modifications including system greetings and schedules.  
• Assists with software, system, and hardware upgrades, including installing new software, patching systems, and documenting actions taken for future reference.  
• Supports printing, faxing, scanning, and multifunction copier functions.  Ensures the equipment functions properly, investigates issues, and coordinates vendor maintenance/repair requests.      
• Supports the Audio-Video (AV) System in conference spaces. Assists end users with setting up meetings, troubleshooting issues with hardware/software, and coordinating vendor support as needed.  
• Follow IT policies, procedures, and best practices.
• Trains users on new and existing systems.
• Stay current with associated technology advances in the marketplace and grow skills.  

Required Qualifications: 

A Bachelor’s degree in computer science, information technology, or other technical or related fields is required. A combination of equivalent education, technical certification, and experience may be accepted instead of a bachelor’s degree. 

• 3+ years’ experience in IT help desk support required. 
• 3+ years’ experience supporting LAN/WAN networks strongly preferred.  

Technical Experience Desired: 

• Experience supporting and deploying Windows computers & Apple computers.
• Experience with supporting Active Directory and Microsoft Office 365.
• Strong knowledge and skills with Desktop Operating Systems (Win 10/11, macOS).
• Experience with ticketing systems and exposure to ITSM practices.
• Experience in endpoint security applications, VPN, and remote connectivity tools.
• Basic understanding of networking concepts (IP addressing, DNS, DHCP)
• Experience supporting telephone systems.
• Experience supporting mobile devices (Phones, Tablets, MiFi hotspots). 

Preferred Qualifications: 

• Experience supporting CRM business applications like Salesforce.
• Certifications in Microsoft M365 Certified: Modern Desktop Administrator Associate, ITIL Foundation, HCI, CompTIA, VMware, or similar.
• Familiarity with endpoint management tools (e.g., SCCM, Intune, JAMF)
• Knowledge of cybersecurity practices related to endpoint protection
• Knowledge of ITIL practices 

Knowledge, Skills, and Aptitudes: 

• Strong demonstrable technology troubleshooting methodology.
• Excellent customer service skills.  Experience dealing with dynamic environments, competing priorities, and end-user challenges.
• Critical Thinking -- Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Active Listening -- Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to work in a fast-paced environment.
• Ability to work cohesively within a team environment.
• Strong documentation skills and attention to detail.
• Ability to follow knowledge articles and documented procedures.