Position Title: User Support Analyst 1
Carol Stream, IL, US, 60188
Summary:
This role is responsible for providing customer support related to computer hardware, software and systems. Under general supervision, requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution.
Compensation for this position will be determined based on various factors, including experience, skills, and internal equity. The expected salary range for this role is between $72,000 and $95,000. Additional compensation may include but is not limited to, bonus programs and an employee stock purchase plan. For a comprehensive list of benefits, please visit our Careers Benefits page.
Essential Functions:
- Respond to assigned help desk tickets and provide solutions for reported customer problems - when problem is beyond level of expertise or area of responsibility, escalate issues to more senior IT staff.
- Document the details related to a problem and resolution in the IT Request System.
- Participate in team projects, complete tasks, and ensure they are completed on time and to specifications.
- Support the configuration and deployment of computer refresh at local site.
- Other duties as assigned.
Qualifications:
- Bachelor’s Degree in related field. May consider equivalent work experience in lieu of degree.
- 1+ years IT experience.
- Knowledge and expertise in business processes, service level agreements, standard operating procedures and policies.
- Some IT technical training or IT certification.
- Excellent communication skills, both written and verbal, strong organization skills, and the ability to interface effectively with all levels of the organization.
- Ability to speak, read and write English.
- Ability to handle multiple priorities.
- MS Office expertise.
- Strong Attention to detail.
- Ability to maintain a strict standard of confidentiality in handling Company sensitive information, reports and correspondence.
- 2 years of technical experience in the IT Help Desk Support.
- Experience in providing one-on-one training.
Nearest Major Market: Chicago