American Cybersystems
IT HelpDesk Technician - Onsite Rock Island IL
American Cybersystems, Rock Island, Illinois, United States, 61202
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12200254 IT Helpdesk Technician - Onsite Rock Island IL
This job is 100% onsite in Rock Island. Local candidates are required.
This is a 6 month contract to hire
Job requires successful completion of a background check.
Backgrounds with solid experience of these key areas: Networking Systems, Server operations, Computer installations, builds, repair and troubleshooting, & Data Coordination highly preferred.
The Help Desk Technician I the first line of contact for clients experiencing issues with installation, configuration, operation and management of Enterprise Services. They are the \"face of the business\" and must be passionate about helping our clients solve problems with a sense of urgency. A successful candidate will have excellent customer service skills as well as good analytic, critical thinking and troubleshooting skills.
Essential Duties and Responsibilities
Understands customer support, likes to work with people and can ensure that the customer is satisfied. Continually improve customer service, perception and satisfaction.Manages all incidents and requests and communicates with clients to ensure that work is completed to their satisfaction. Exceed SLA guarantees with MSP clients.Strong Team Player, excellent communication skills, builds strong relationships with co-workers by working across organizational boundaries to resolve customer incidents and requests.Identifies, evaluates, promotes, and implements customer support best practices.Assist co-workers and other teams as availableAddress and resolve basic and complex incidents and requests; enter quality information into tickets and appropriately capture data; complete follow-up and follow-through on all tickets.Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures.Troubleshoots in a high level systematic way. Ability to identify symptoms and research causes.Effectively balances high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.Uses creativity and innovation to automate and streamline processes and procedures. Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.Remotely assist clients with support needsAbility to troubleshoot and remove Virus and Malware issuesAbility to configure and troubleshoot Network printersHas strong knowledge of desktop applications and Microsoft based operating systems with emphasis on Windows 7 and 10, the Office suite, and O365.Understands file and share permissions, drive mappings, and offline filesUnderstands basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, and command line tools.Understands Active Directory user and email management: reset password, unlock account, creating mailboxes and user accounts, group policy, security and distribution groups, and spam troubleshooting.Ability to recovery data and emailAbility to troubleshoot and configure basic computer issues, device encryption, Internet browserUnderstands smartphone and hotspot supportUnderstands virtual environment concepts
Qualifications
MCP certification in desktop Operating System software required within the first six months of employment.HDI, MCP, ITIL, CompTIA certifications, a plusTwo year degree or minimum of 1 year of IT support and Customer Service experience in a professional services environment preferablyExperienc of working with ticketing systems.Typing skills to ensure quick and accurate entry of service request detailsVerbal and Written skills to probe, coach, interpret, and communicate technical infoAbility and willingness to quickly learn new skillsHighly responsible, self-motivated/drive, flexible, and able to work with minimal supervisionExcellent organizational and follow up skillsMaintain a positive attitudeEthical, fair and of high integrity
PAY RANGE AND BENEFITS:
Pay Range- \$45,000-60,000/year range Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
Website: https://www.innovasolutions.com/ is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of
This job is 100% onsite in Rock Island. Local candidates are required.
This is a 6 month contract to hire
Job requires successful completion of a background check.
Backgrounds with solid experience of these key areas: Networking Systems, Server operations, Computer installations, builds, repair and troubleshooting, & Data Coordination highly preferred.
The Help Desk Technician I the first line of contact for clients experiencing issues with installation, configuration, operation and management of Enterprise Services. They are the \"face of the business\" and must be passionate about helping our clients solve problems with a sense of urgency. A successful candidate will have excellent customer service skills as well as good analytic, critical thinking and troubleshooting skills.
Essential Duties and Responsibilities
Understands customer support, likes to work with people and can ensure that the customer is satisfied. Continually improve customer service, perception and satisfaction.Manages all incidents and requests and communicates with clients to ensure that work is completed to their satisfaction. Exceed SLA guarantees with MSP clients.Strong Team Player, excellent communication skills, builds strong relationships with co-workers by working across organizational boundaries to resolve customer incidents and requests.Identifies, evaluates, promotes, and implements customer support best practices.Assist co-workers and other teams as availableAddress and resolve basic and complex incidents and requests; enter quality information into tickets and appropriately capture data; complete follow-up and follow-through on all tickets.Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures.Troubleshoots in a high level systematic way. Ability to identify symptoms and research causes.Effectively balances high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.Uses creativity and innovation to automate and streamline processes and procedures. Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.Remotely assist clients with support needsAbility to troubleshoot and remove Virus and Malware issuesAbility to configure and troubleshoot Network printersHas strong knowledge of desktop applications and Microsoft based operating systems with emphasis on Windows 7 and 10, the Office suite, and O365.Understands file and share permissions, drive mappings, and offline filesUnderstands basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, and command line tools.Understands Active Directory user and email management: reset password, unlock account, creating mailboxes and user accounts, group policy, security and distribution groups, and spam troubleshooting.Ability to recovery data and emailAbility to troubleshoot and configure basic computer issues, device encryption, Internet browserUnderstands smartphone and hotspot supportUnderstands virtual environment concepts
Qualifications
MCP certification in desktop Operating System software required within the first six months of employment.HDI, MCP, ITIL, CompTIA certifications, a plusTwo year degree or minimum of 1 year of IT support and Customer Service experience in a professional services environment preferablyExperienc of working with ticketing systems.Typing skills to ensure quick and accurate entry of service request detailsVerbal and Written skills to probe, coach, interpret, and communicate technical infoAbility and willingness to quickly learn new skillsHighly responsible, self-motivated/drive, flexible, and able to work with minimal supervisionExcellent organizational and follow up skillsMaintain a positive attitudeEthical, fair and of high integrity
PAY RANGE AND BENEFITS:
Pay Range- \$45,000-60,000/year range Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
Website: https://www.innovasolutions.com/ is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of