Job Description

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. Thats what we do. Were the IT Departments IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. Its what makes Connection uniquewhat drives us to innovate and create technology solutions that stand apart from the crowd. Wed love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

Youll find supportive teammates and a rewarding career at Connectionplus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. Youll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

The Help Desk Agent needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer. They will also be responsible for administrative level tasks such as IMAC, on-boardingoff-boarding, installinguninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windowsapplication support, and advanced knowledge in hardware support.

Shift: M-F, 9 AM-6 PM CST (Hybrid - 2 days in Schaumburg office, 3 days remote)

• Resolves advanced technical hardware and software issues.
• Provides resolutions to issues escalated by Level 1.
• Advanced knowledge in administrative tasks on workstations
• Extensive knowledge in software, hardware, network, and peripheral support
• Over the phone remote support and hands-on support to resolve technical issues
• Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically.
• Schedules time to work with end users to resolve issues timely.
• Handles warm transfers from Level 1 staff on more complex issues.
• Tracks all work with detail and precision within the ticketing system.
• Acts as a support system for Level 1 staff to help them resolve level 1 issues.
• Owns and develops documentation for Level 1Level 2 help desk staff.
• Drafts, approves, and publishes documentation into the KB for standard fixes.
• Acts as the go-to resource for client-based questions and support for Level 1.
• Proactively researches new technical systems to add new items to the KB.

At least 2 years of previous help desk support experience. A+ Certification, HDI, ITILv3, preferred.

Advanced Microsoft Office skills to include creating presentations, creating documents in Word to
included advanced formatting, creating spreadsheets to include the use of macros
Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP
addresses, LANWANRouterFirewall architecture and configuration, VPN software, and supporting
remote users
Understanding of Active Directory administration including account unlock, password reset,
adding emoving users, OUs, memberships
Proficient with troubleshooting general Windows 7-10 issues Knowledge of Citrix receiver and Citrix server functionality and Advanced knowledge in MS Office suite 2010-o365
Mid-level knowledge of imaging machines, SCCM, remote support tools
Ability to troubleshoot and resolve email issues, specifically MS Outlook and o365
Support commonly used software, hardware, tablets, mobile devices, and network equipment.
Familiarity with the fundamental principles of ITIL/SLA
Advanced knowledge in multiple ticketing systems including Service Now, Samanage, Manage Engine
Attention to detail in composing, keying, and proofing professional business materials
Strong communications skill both verbally and written
Customer oriented with ability to listen to and anticipate needs of the customer
Ability to handle constantly changing flow of traffic; remain productive during slow times, handles multiple
tasks effectively during busy times, exercises patience and professionalism during stressful situations
Creative with ability to think around problems and come up with creative solutions
Takes ownership and responsibility of an issues from start through to a successful resolution
Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve
customers issues
Quick study with ability to master a situation or learn new things with minimum direction or training
Adaptable with ability to switch tasks based on shifting priorities
Creative with ability to develop original solutions to problems
Interpersonal skills with ability to work well with all levels of the organization
Conceptual with ability to conceive mentally, formulate ideas, use imagination to achieve results
Detail oriented with item by item focus, meticulous attention to detail with ability to proofread for accuracy
Strategic thinker in future-oriented terms who anticipates and considers external and internal elements
with ability to develop long-term plans to leverage resources
Organized state of mind with ability to document activities, anticipate problems, plan schedules and
monitor performance according to priorities and deadlines
Good listening skills with ability to receive information completely and understand what is being said

Because of the possibility for fraudulent job postings on many popular job boards, please be advised that Connection will never offer a position of employment without a complete interview process and communication with a live person".

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