Full-time temporary Tier II Service Desk Technician role providing on-site support Monday through Friday in Chicago, IL (8:00AM to 4:00PM).

Provide end-user support with Windows 10 or later and supported software products including MS Office, Internet Explorer, Outlook, and Adobe Acrobat
Document work thoroughly using the current ticketing system
Perform imaging and deployment for PC and laptops
Deliver Tier I and Tier II technical support for end users
Support the Tier I Help Desk technician and handle escalated, more complex issues
Conduct in-depth troubleshooting for issues not resolved by Tier I agents
Triages, tracks, and routes inquiries to the appropriate internal resources
Collaborate with the Service Desk Manager on more extensive issue resolution
Provide reports to the Service Desk Manager or Contract Program Manager as requested

High school diploma or equivalent; fluent reading, writing, and speaking English
Six (6) or more years of prior Help Desk experience
Working knowledge of Windows 10 and later operating systems
Hardware experience with HP/Dell laptops, desktop hardware, and printers, plus Apple iPhones, iPads, and Microsoft Surface tablets
Software experience including Attachmate Reflection Suite, SQL, HTML, JavaScript, Active Directory, Microsoft SCCM, MBAM/BitLocker, Adobe, CISCO, Intune (mobile), and Microsoft System Center Service Manager (MSCSM)
Wireless experience with 802.11 protocols and Level I/II VoIP operations and troubleshooting
Mobile device support and maintenance, including device management experience
Asset Intelligence experience: asset management processes, including IT hardware/software and software licenses
Knowledge of incident and problem management
Team collaboration and client-focused mindset
Excellent working knowledge of MS Office (Excel, Word, etc.)
Strong analytical skills with attention to detail and an orderly thought process
Ability to independently research problems and find solutions using industry tools, web resources, and vendor sources
Professional communication with strong listening skills
Ability to use the latest IM communication tool such as Skype for Business or Jabber
Must pass pre-employment qualifications of Cherokee Federal

Estimated starting salary range: $85,000 - $95,000 per year
Pay commensurate with experience
Full-time benefits: Medical, Dental, Vision, 401K, and other possible benefits as provided

Service Desk Integrator

Job Description