Help Desk Jobs in Naperville, IL (NOW HIRING)

The Help Desk Technician provides support and services to programs, departments, internal and external users. This includes ensuring the effective implementation and use of technological systems and equipment, coordination and responding to requests from stakeholders, and researching, documenting, and providing insight on solutions for various projects and initiatives across the organization. Applies best practices related to data integrity and data protection in line with the organization's Security Framework for corporate information. Gathers and analyzes data in support of business cases, proposed projects, and systems requirements. Ensure proper operation of supported hardware and software, including desktop computers, laptops, printers, MS Office, IP Phones, and other items as required. Tasks include receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the helpdesk level.

Essential Duties and Responsibilities

Operational Management

• Field incoming requests to the Service Desk via telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Update Helpdesk system as required.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the helpdesk level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and verify virus definitions are up-to-date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Assist on departmental network or system related projects.
• Identify and recommend improvements in IT processes or tools.
• Continuously develop skills to advance into higher support tier level

Planning and Strategy

• Document Resolutions for future reference
• Evaluate alerts and other information for proactive resolutions
• Analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents as well as unusual issues.

Acquisition & Deployment

• Assist in software releases and roll-outs and communication to the end users.
• Assist in Hardware purchases and roll-outs and communication to the end user.

Required Knowledge, Skills & Abilities

• Knowledge of basic computer hardware, including Dell & Lenovo laptops and desktops
• Experience with Windows PC OS (Windows 10, Windows 11)
• Extensive application support experience with Microsoft Office 365 and Microsoft Office 2019-2024 Suite
• Knowledge of Help Desk ticketing software.
• Working knowledge of a range of diagnostic utilities
• Working Knowledge of wireless systems. (Honeywell/Intermec a plus)
• Good written and oral communication skills
• Good interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Work Conditions

• 40-hour on-site work week, paid overtime
• Sitting for extended periods of time.
• Both on-site and remote support.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• On call schedule as needed during after hours and weekends.
• Standard work schedule 8:00 am to 5:00 pm.