Helpdesk / Desktop Support Specialist

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POST DATE 9/1/2016
END DATE 12/19/2016

Echo Global Logistics Chicago, IL

Chicago, IL
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


The Helpdesk/Desktop Support Specialist I works independently and as part of the Service Desk team to support and maintain Echo technology. This role serves as the first point-of-contact for end users. It is pertinent that this person develops and demonstrates mastery of all Echo business functions, applications and technology. They must exhibit strong communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all problems and solutions are escalated and communicated in a timely manner.

Essential Position Functions

Principle Accountability | Customer Service

* Provide first-level technical support to end users via various modes (e.g., email, log me in)
* Communicate effectively with both novice and proficient customers and end users
* Ensure timely resolution of IT requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues and documenting resolutions
* Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions
* Advocate for the interests of end users within internal IT communications and meetings
* Deliver basic instructions and training, for all supported applications and hardware

Principle Accountability | Application Support

* Administer user accounts through Active Directory, MS Exchange, Shoreware Director, etc. as well as other proprietary Echo applications for all on/off-boarding and position change requests
* Perform maintenance of select proprietary Echo applications
* Route tickets/defects to Echo QA and Development teams
* Work closely with the QA team to confirm production defects and identify alternative solutions

Principle Accountability | Desktop Support

* Install, troubleshoot and configure all productivity and business applications
* Troubleshoot and support all Echo employee hardware including windows-based desktops, laptops, Tablets, Smartphones, projectors, telecom handsets, headsets and A/V equipment
* Gather workstation requirements and perform, imaging, profiling and assembly/disassembly of workstations for equipment refreshes and on/off-boarding requests
* Work within the IT purchasing process to seek approval, test, provision, and inventory assets

Principle Accountability | Team Membership

* Maintain an attitude of commitment through an outward display of willingness
* Act in the interest of the overall team
* Create and maintain a positive working relationship within the IT and end user communities
* Create Knowledge Base articles to document problems and solutions
* Participate in the refinement and execution of IT and team initiatives

Position Requirements

* 1+ years of prior application support experience (customer service/call center)
* 1+ years of prior desktop support experience (windows)
* Experience supporting Windows 7, the MS Office Suite, VoIP telecommunications, Active Directory, and MS Exchange preferred
* Strong Problem Solving skills
* Exceptional customer service skills
* Excellent verbal and written communication skills
* Self-managed, motivated and a team-oriented
* Ability to multi-task in a fast paced, fluid work environment
* Ability to follow tasks through to their completion with a high degree of accuracy and quality
* Bachelor's Degreepreferred