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Help Desk Analyst

Title: Help Desk

Location:  River North, Chicago, IL

Length: long term contract


Key Responsibilities

The Support Analyst will provide first and second level customer support for all our clients’ customers and business partners. 

This position will work directly with end users to resolve technical difficulties related to our clients’ application/ hardware / software infrastructure environment. If the user’s problem cannot be resolved at this level, the issue will be clearly documented in our clients’ problem tracking tool escalated and assigned to Technical Services. The position will also be responsible for tracking timelines of unresolved tickets, following our clients’ escalation procedures, and following-up with Technical Services and the end user until the problem are resolved. This position will report to the IT Support Manager.


Key Performance Indicators

  • Accurate and timely response to customer requests.
  • Achieve at least 75% first call resolution for all incidents generated.
  • Achieving team goals of Customer Satisfaction Survey score.
  • Driven towards resolving issues on first contact.
  • Quality standards, meet with supervisor monthly to measure performance.
  • Maintain a call-to-ticket ratio of 90% or greater


  • Patience and ability to deliver excellent customer service.
  • Must have excellent verbal/written communication skills.
  • Must have excellent telephone etiquette.
  • Working knowledge of incident tracking processes.
  • Strong organizational skills.
  • Ability to clearly document problems, bugs or service requests effectively within a trouble ticket is required.
  • Ability to follow escalation procedures and effectively communicate to the next level of support is required.
  • Fundamental knowledge of Windows Operating Systems and Microsoft suite of applications
  • Experience with Windows XP/Win 7 NT environment, including ini files, Windows’ Registry and Control Panel
  • Settings, is required.
  • Working knowledge of PC hardware-related configurations is required.
  • Working knowledge and ability to support our clients’ new and ongoing LAN-related problems are required.          
  • Share responsibility for the maintenance and integrity of the support desk applications software is required.
  • Knowledge of voice and data wiring specifications is required.
  • Knowledge of the OSI model and TCP/IP is required.
  • Ability to understand, analyze, resolve or offer solutions to user requests is required.
  • Ability to differentiate application problems from PC/hardware and/or network problems.
  • Willingness to seek assistance when needed.
  • Must continue to enhance knowledge and skills through research and experimentation, in-house and external.
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