Helpdesk Analyst Job at Pierce Technology Corp, Chicago, IL

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  • Pierce Technology Corp
  • Chicago, IL

Job Description

  • Demonstrates the ability to handle multiple employee/user requests with different priorities and deadlines

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

  • Respond to queries either in person or over the phone

  • Acts as an escalation point for vendors and managed service provider

  • Maintain daily performance of computer systems

  • Respond to email messages for employees/users seeking help

  • Walk employees/users through problem-solving process

  • Install, modify, and repair computer hardware and software (must be able to move/lift equipment up to 50 lbs.)

  • Run diagnostic programs to resolve problems.

  • Resolve technical problems remotely with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

  • Follow up with employees/users to ensure issue has been resolved

  • Run reports to determine malfunctions that continue to occur

  • Must be able to sit for extended periods of time

Requirements

  • Working knowledge of Microsoft Office 365 and Microsoft Teams

  • Expert understanding of desktop computer hardware and the Windows 10 operating system

  • Explaining and walking end users through setting up PC hardware

  • Experience with transferring data and profile information to new PC hardware

  • Experience with patch management systems (Quest KACE experience preferred, but not required)

  • Mobile Device Management experience (MaaS360 experience preferred, but not required)

    • Working with Android and iOS mobile devices
  • Experience with remote troubleshooting of software, hardware, printers, and networking

Job Tags

Local area,

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