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Help Desk Analyst

Department: IT
Location: Addison, IL

SunSource, one of the leading fluid power and related technology companies in North America is currently seeking full-time Help Desk Analyst based out of our affiliate company, Perfection Servo in Batavia, IL. Consider joining the SunSource corporate shared services team in this exceptional opportunity!

The Help Desk Analyst is responsible for ensuring our staff across the country is set-up and equipped with their IT tools such as desktops, laptops, phones, servers, software installations, etc. There will be times when system maintenance will occur off hours so you must be flexible to work before and after hours, as well as travel and work at our corporate office, located in Addison, IL.

Specific activities include:

  • Provide support via telephone, email or in-person for all IT specific incidents or requests and follows ticket handling processes to resolve issues, fulfill requests and escalation
  • Provide real time ticket entry, triage, prioritize and fulfill requests to ensure customer satisfaction
  • Review incoming tickets and monitor queues for timely assignment of tickets
  • Follow up, escalate, and/or resolve tickets within defined SLAs requirements
  • Identify common issues and solutions for hardware, software, and network as part of IT continuous improvement initiatives
  • Leverage remote desktop support tools to assist users in remote locations
  • Rotate duties within team for triaging tickets, responding to voicemails, procurement, tape backups, and other team assigned tasks
  • Collaborate with other IT teams to ensure tickets are routed to the proper resource in order to be resolved quickly and efficiently
  • Must be willing to work for a few months at the corporate headquarters in Addison, IL for training

For you to provide out IT support, realistically you will have the following qualifications and experiences:

  • 2-3 years of experience working in an IT help desk environment or similar role
  • At least 2 year degree in Information Technology or related field and training
  • Must have solid skills in installing, configuring and troubleshooting desktops, laptops, printers, Windows 10 and networking in a Microsoft Windows network.
  • Must have solid skills supporting the Microsoft suite of products (Outlook, Word, Excel, PowerPoint, Access, Office 365, Skype, Power BI, SharePoint, OneDrive, etc.)
  • Must have solid skills supporting Windows Servers, Desktops, Laptops, Printers, MS Exchange, Active Directory, Network Switches, Access Points, Symantec Endpoint Protection, etc.
  • Basic technical knowledge in LAN/WAN connectivity, routers, switches, firewalls, VPN, wireless, Avaya systems, VOIP, HP-UX, Unix, PBX Systems, ERP and CRM Applications is a plus
  • Understand processes in Service Desk request and incident management using JIRA Service Desk
  • Must have good communication skills oral and written, professionalism, analytical and problem-solving skills with ability to remain calm under pressure
  • Self-motivated with the ability to work in a fast moving environment

Preferred but not required:

  • CompTIA A+ certification or related experience

if you are a self-motivated individual and effective in achieving customer service success through your professional accomplishments then we want to hear from you! 

Would you rather see what we have to offer?  Check out SunSource Core Competency video

Why is SunSource a great place to work?  Click here WHY SUNSOURCE? 

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We are an Equal Employment Opportunity Employer M/F/V/D
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

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www.sun-source.com
 

Keywords: IT Support, MIS Support, Desktop Support

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