The Specialist, Helpdesk Level 1 is the first point of contact for Association employees for IT-related issues or questions during regular business hours. Primary responsibilities for this position include: triaging and logging helpdesk requests; resolving Level 1 requests; identifying issue patterns and escalating them as appropriate in order to enhance system availability; and managing user accounts in various systems including Active Directory and Google.
This position is based at the Home Office in downtown Chicago and reports to the Help Desk Lead.
Essential Job Functions
Provides exceptional customer service and enduser support for Level 1 issues, including Google email and calendar and other basic applications used by the Alzheimer's Association
Prioritizes issues and resolves per service level agreement.
Triages tickets received to the helpdesk according to issue type and priority. Reassigns issue to next level team, as appropriate.
Identifies issue patterns and escalates in a timely manner in order to enhance system availability.
Enters issue details and troubleshooting steps taken into the helpdesk ticketing system, either to close the Level 1 ticket or to convey information for next level team, if ticket is reassigned using best practices
Manages user accounts in:
Active Directory (new hires/terminations/transfers)
Google (e.g. email group assignments) and other systems as appropriate.
Reset passwords for assigned applications.
Other duties as assigned.
Associate's degree in Computer Science or Management Information Systems and/or 2+ years of IT system support
2+ years working as part of a helpdesk team
2+ years' experience using a helpdesk ticket management system
Hands-on experience managing user accounts in Windows Active Directory and Google
Excellent listening, verbal, and written communication skills
Ability to communicate both in-person and via technology (phone, email) to provide strong customer service
Ability to read and write technical and non-technical material.
Strong analytical skills to use towards problem-solving helpdesk issues
Highly organized and able to prioritize work and multi-task in a fast-paced environment
General knowledge and understanding of IT concepts including network, server, and computer security
Certification in fundamental technology concepts, core technical skills is a plus
Ability to work independently and collaboratively to troubleshoot and resolve issues to meet customer service levels