• Onsite Helpdesk Analyst Level I

    Job Locations US-IL-Chicago
    Requisition ID
    2018-2261
    Category
    Information Technology
  • About SHI

    SHI-Logo

     

    Innovative Solutions. World Class Support.

     

    Headquartered in Somerset, NJ, SHI International Corp. has transformed itself from a $1 million “software-only” regional reseller into a $8.5 billion+ global provider of technology products and services. Privately-held and under the guidance of its current ownership since 1989, SHI has experienced tremendous growth in size and scope. Its organic growth and over two decades of stability are a direct result of backing a highly-skilled, tenured sales force with software volume licensing experts, hardware procurement specialists and certified IT services professionals.

    SHI offers custom IT solutions for every aspect of your environment from software and hardware procurement to deployment planning, configuration, data center optimization, mobility and IT asset management.
    SHI supports their clients from over 30 offices throughout the U.S., Canada, the U.K., Germany, France and Hong Kong. SHI’s goal is to foster long-term, mutually-beneficial relationships with its customers and partners, every day.

     

    What SHI Can Offer:

    • World Class Facility includes on site gyms, restaurants and community events
    • Ongoing opportunities for personal and professional growth and development due to our strong promote from within philosophy
    • Work in an up-beat, creative, and fun environment
    • Benefits, include medical, vision, dental, 401K, and flexible spending
    • Supportive Management and Leadership

    Job Summary

    SHI has an exciting opportunity supporting an SHI customer for on-site Help Desk Level 1 duties. This position will include 40hours per week with a shift that may require coverage for Saturday 7am – 4pm hours as part of the assigned shift. This position will involve answering the phone to assist End Users with their technical issues and helping to resolve their problems or escalating to Level 2 personnel as needed.

    Responsibilities/Job Function

    Help desk/ Support I support are responsible for first response in answering, commenting and replying to open incidents in the help desk. Responsible for answering, commenting and replying to help desk inquiries. Ability to identify and organize tickets according to priority and forward tickets to engineers and techs. Strong aptitude in O.S. Repairs, Spyware removal, virus removal, hardware, troubleshooting, and upgrades. Update and maintain company contacts. Assist support staff with field work as needed. Sets up and operates computer and machinery peripheral to computer for purpose of providing information to requesting clients. Work requires knowledge of computer logic and methodology to run computer systems. Employee will receive moderate supervision with on-the job training. After completion of training, employee will receive minimal supervision. Employee will take direction from the Customer identified Manager and perform tasks within the Level I skill set requirements.

    1. Able to identify and organize tickets according to priority.
    2. Escalate tickets to engineers and technicians.
    3. Assist with fieldwork as requested.
    4. Sets and loads computer equipment with required items and prepares computer equipment for operation.
    5. Operates computer for purpose of providing information to requesting clients and/or engineers.
    6. Troubleshoots minor equipment malfunctions and corrects them as directed by computer operation manuals, or supervisor.
    7. Performs task necessary to prepare computer-provided information for delivery to requesting clients.
    8. Trains clients on operating system.
    9. Able to react to change productively and handle other essential tasks as assigned.
    10. Office work as assigned.
    11. Other tasks as assigned.
    12. One week per month of on-call coverage for after-hours incidents – overtime pay applies for time logged against incident handling (initiate to resolve time)

    Qualifications/Minimum Skills Required

    1. 6 months - 1yr Experience fielding support calls or Help Desk Level 1 support
    2. Strong professional demeanor, able to work with a Customer Service mindset at all times.
    3. Strong aptitude in OS repairs, spy ware and virus removal, hardware, upgrades and troubleshooting.
    4. Ability to read computer instruction manuals and comprehend directions therein in order to remedy minor computer equipment malfunctions.
    5. Knowledge of computer logic in order to perform task listed under principal duties, and responsibilities.
    6. Knowledge of methodology to run computer systems and to troubleshoot minor computer equipment malfunctions.
    7. Interpersonal skills necessary to train others in computer systems.
    8. Ability to communicate problems with supervisors as they become known.
    9. Must maintain confidentiality.
    10. Ability to meet deadlines.
    11. Ability to provide customer with outstanding customer care and service at all times.
    12. Additional or different functions may be assigned from time to time.

     

     

    Preferred Skills:

    1. A+ certification
    2. Microsoft Certifications
    3. HP or Dell PC Repair Certification

    #LI-JM2

    Equal Employment Opportunity – M/F/Disability/Protected Veteran Status

     

    Certifications Required

    • CompTIA A+ and Network+ certification or equivalent knowledge and experience 
    • Microsoft MCP/MCITP certification or equivalent knowledge    

     

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