Help Desk Specialist

Help Desk Specialist role at Tusker in Downers Grove, IL (onsite), supporting customers with hardware, software, and internet-based issue resolution.

Responsibilities

• Deliver phone-based customer support, including remote desktop and server support
• Perform routine server health checks for maintenance customers
• Monitor service alerts from multiple tools; identify and resolve issues indicated by alerts
• Review, follow up on, and complete assigned activities in the ticketing system
• Monitor the service board and ensure tickets are worked within the customer Service Level Agreement and promised timeline
• Track work in progress so open service tickets continue moving toward completion
• Escalate repeated or unresolved service tickets to the Service/Engineering Manager
• Manage configuration changes for monitoring and management software to support high-quality customer service
• Provide and analyze reports covering contracted customer health and service history

Requirements

• Strong written and verbal communication skills with high attention to detail
• Ability to sort through data to reach appropriate conclusions and ensure each task step is completed
• Ability to follow directions and ask questions when steps are unclear
• Motivation to grow, become more self-reliant, and take on new tasks
• Ability to maintain confidentiality and discretion
• Ability to balance work quantity with work quality
• Reliability in completing assigned tasks
• Maintain a valid driver’s license and provide personal transportation to customer sites as needed
• Follow through until issues are confirmed resolved
• Provide thorough and timely documentation
• Maintain a professional attitude and demeanor in communications with customers

Knowledge, Education & Experience

• Understand workstations, servers, security, wireless, and network infrastructure, including system and topologies Tusker sells and services
• General knowledge of the Networking Service industry and products
• Minimum 1+ years of computer and/or networking experience
• High School education or GED plus post-secondary education in a related field

Compensation: USD 40,000 - 45,000 per year