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Proven IT Help Desk Support Specialist- Internal Tier 1 in Tinley Park, Illinois

Help Desk Support Specialist- Internal Tier 1

Tinley Park, IL



Position Overview:

• Manage day to day Helpdesk requests, escalate issues to the proper personnel, and follow up for resolution.

• Support and maintain desktop infrastructure, printers, other peripherals, servers and VOIP telephones.

• Responsible for maintaining up to date knowledge on computer software, hardware, and systems.


• First response on tickets

o First person to handle tickets/phone calls.

o Tickets range from- AD issues, VPN issues, printer issues, Wireless issues, computer hardware issues, software issues, telecom issues, mobile phone issues, permissions issue, email issues, equipment requests

• Create and maintain end user guides, FAQ’s, and documentation.

• Onboard new end users with proper equipment and for their job role.

o Make sure account is created properly, email is setup, Box account/folder, ConnectWise/E-Auto/Compass account created, setup user in phone server, setup desk area, order equipment needed for user, and image workstation

o First day instructions and setup

o First week check-ins to verify if they need any additional support

• Offboard users

o Assist with the wipe of cellphones, collection of hardware, deactivation of account, telecom server removal, removal of user in vendor accounts, obtain data as requested from manager, re-setup desk for next user

• Handle ordering and stocking equipment for end users.

• Support and maintain our workstation imaging infrastructure for end users. (Updated Monthly)

• When needed, escalate issues for further troubleshooting and resolution.

• Work closely with IT Staff to identify and suggest resolutions and improvements.

• Assist MNS with Ruckus SmartZone Tenant creation

• Tier 2 support for MNS/ACI telecom calls

• Assist with Connectwise/Automate/ScreenConnect/Sell

o Create boards, trouble shoot errors that are occurring, reconfigure/modify existing boards, verify users/licenses, verify permissions, create company in ScreenConnect and troubleshoot when not working properly, troubleshoot plug-ins within Automate, create/remove users in all, assist users in login in and any errors/issues they come across.

o Phone server needs to be maintained/updated monthly

o Print server/Demo floor

? Make sure machines are updated on the server based on what is on the demo floor and configure/troubleshoot machines on demo floors

o Contact vendors for improvements or new deployments

o All internal ordering

? Maintaining supply/inventory

? Asset management tool

o Low level project manage

? Make sure projects are on track and proper communication is going out

? Double check the tickets to make sure they are being handled or assistance as needed

o Assist with monthly audit on security cameras and lock systems

o SpotHero Business account



• Customer service experience via telephone and email.

• Good verbal and written communication skills.

• Ability to work independently and with a team, in a demanding fast paced environment.

• Demonstrate knowledge of, and experience with, incident and problem management.

• A healthy level of curiosity and interest in learning about new technology is a must.

• Knowledge of Active Directory, Windows Imgaging servers, networking.

• Certifications

o A+

o Net +