Helpdesk / Desktop Support Technician

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POST DATE 9/8/2016
END DATE 12/19/2016

SONOMA Consulting Chicago, IL

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


The ideal candidate will have a minimum of two years' experience in a corporate Service Desk role; a strong background with PC systems running Windows 7 or greater; proven experience with Microsoft Office 365, and familiarity with Lotus Notes. Microsoft Specialist, MTA or MCSA helpful but not required. Must possess above average troubleshooting, organizational, verbal and written skills.

Responsibilities Include:

* Provides basic Level 1 and Level 2 phone support for incidents (problem/issues) or service requests related to hardware, software, mobile devices, network/mainframe connectivity and application support

* Fields tickets that come via phone or emails

* Records incident and status information in a timely / accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd Level support.

* Troubleshoots and resolves incidents and/or escalates to Level 2 support and Subject Matter Experts.

* Facilitates closure of tickets/service request while meeting or exceeding defined service level expectations.

* Follows-through with users incident tickets from assignment to resolution

* Sets a positive, supportive tone with user; creating a positive customer satisfaction relationship

* Completes assigned administrative projects (i.e. testing and other project related tasks)

* Other duties as assigned


* Excellent teamwork working within a global team

* Excellent communications and interpersonal skills; professional telephone demeanor

* Excellent multi-tasking skills. Prioritizes and performs a variety of concurrent tasks with minimal direction

* Strong customer service skills and attention to detail

* Hardware and software support for both desktop/laptop computers and printers

* Follows company standards hardware and software configurations

* ITIL knowledge preferred or certification is a plus

* MS Office (Word, PowerPoint, Excel) skills is a plus

* Bi-lingual skills (Spanish) Preferred but not required

* Ability to accommodate work schedule changes including overtime as business requires, and rotating backup support during any global holiday