Help Desk Analyst

Title : Help Desk Analyst

Pay : $20.00

Hours : Monday–Friday; 9 : 30 AM – 6 : 00 PM

Location : 6045 S. Kenwood Avenue, Chicago, IL 60637

Overview

The Help Desk Analyst provides technical support to internal users in a fast-paced corporate environment. This role involves troubleshooting hardware, software, and network issues while maintaining a strong focus on customer service and problem resolution.

Job Description

Provide technical support for desktops, laptops, email, VPN, connectivity, printers, and other hardware / software issues

Log and track all support requests in the problem tracking system

Diagnose and resolve 1st level and some 2nd level incidents; escalate complex issues to backline support as needed

Collaborate with backline teams and operations to prevent recurring issues and improve support efficiency

Deliver exceptional customer service through professional communication and timely follow-up

Provide informal training and technical guidance to users as needed

Perform root cause analysis for common issues and document preventive procedures

Maintain and update the knowledge database to support consistent issue resolution

Participate in a team-oriented help desk environment, assisting peers and sharing knowledge

Required Skills

Strong customer service orientation

Excellent verbal and written communication skills

Proficient in troubleshooting hardware and software issues

Experience with email, VPN, and network connectivity support

Knowledge of ticketing systems and IT support best practices

Ability to multitask and work efficiently in a high-volume support environment

Education Requirements

Associate’s degree or higher preferred, or equivalent work experience in IT support

Benefits (employee contribution) :

Health insurance

Health savings account

Dental insurance

Vision insurance

Flexible spending accounts

Life insurance

Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

#IND1025