Immediately Need Help Desk Support Specialist I in Illinois
Job title: Help Desk Support Specialist I
Company: Community Unit School District 300
Job description: The Help Desk Support Specialist responds to end-user requests for support to resolve basic computer, web applications, software, operating system, device, access, or performance issues. Uses product information or solution databases to research, troubleshoot, and resolve user requests. Responsible for documenting incidents using help desk systems and tools. Escalates problems to appropriate levels and/or other teams to achieve issue resolution. Fulfills all service level standards for response time and quality.
Duties and Responsibilities:
- Provides first-level support for end-user issues submitted via telephone, email, and work order ticket response escalating requests as necessary to the appropriate support areas to meet the established service level agreements.
- Provides direct end user technical assistance and support for incoming queries and issues related to the district?s computer systems, software, hardware and web applications.
- Supports the resolution of issues through troubleshooting, information gathering, information analysis, and research activities as required.
- Monitors and tracks the resolution of end-user problems through consistent follow-up to ensure issues have been resolved in a satisfactory manner.
- Provides basic end-user training on common software and hardware issues.
- Performs basic user administration tasks, including password resets, account unlocks, and provisioning.
- Coordinates with onsite technical support resources and digital learning coaches to support the resolution of end user issues and identify systematic problems.
- Clearly documents end user issues and resolution steps.
- Contributes to the development of end user job aids, training guides and self-help knowledgebase.
- Ensures data confidentiality and security is maintained in handling sensitive documents & information.
- Maintains a current level of required technical knowledge to perform in a fast-changing environment.
- Excellent verbal and written communication skills.
- Excellent interpersonal skills with the ability to work cooperatively and collaboratively with peers and other district staff.
- Foster positive end-user relationships and drive customer satisfaction with all School District 300 Stakeholders which include staff, students, parents, and community members.
- Strong troubleshooting and critical thinking skills.
- Strong organizational skills and attention to detail.
- Ability to manage time and priorities efficiently.
- Ability to work with frequent distractions and foster a professional office atmosphere.
- Proficient with Microsoft Office Suite, Google Workspace or related software.
- Proficient with Microsoft Windows client (version 10 and later) operating system software.
- Proficient in user administration in a Microsoft Windows environment as related to Active Directory
- Proficient in user and device administration in a Google ChromeOS environment as related to Google Admin Console.
- Working knowledge of PC hardware, Google Chromebooks, tablets, mobile phone, mobile broadband devices, and other office/classroom technologies such as but not limited to: VOIP phones, projectors, touch panel displays (SmartBoards/Promethean), and document cameras.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 50 pounds at times.
- Must be able to bend, crouch, crawl, walk and climb stairs as required.