Position: Service Desk Specialist (Tier II)
Location: Hybrid Tuesday-Thursday in Highland Park, IL 60035
Duration: long-term contract, starting with 6-months
Shift times: 8:00-5:00pm CST and bi-weekly after-hours shift
Start Date: 10/07
Pay Rate: 25.00-40.00/hr
Must Haves: 5+ years IT Support (phone support) experience in a fast-paced environmentWindows troubleshooting, O365, password resets, etc.Soft skills: self-starter, able to work autonomously with minimal supervision, sharp, etc.Experience supports VIPs and C-level executives (i.e. white glove service)Willing to work afterhours once every 2 weeks (24x7 support) Pluses:
A+ CertifiedExperience creating groups, file share permissions, creating file shares, etc. in Active DirectoryAzure experienceAudio Visual troubleshooting experience (ex: projectors, Zoom, WebEx, MS Teams)Mac troubleshooting experienceFinancial service applications experience (ex: Bloomberg) Day-to-Day: Our client is an independent, employee-owned firm specializing in investment, risk management and advisory services and ranked in both Chicago Tribune's Top Places to Work and Crain's Best Places to Work in Chicago. They are looking for a Service Desk Specialist to join their team and support approximately 700 users across the organization including VIP users and C-level executives. The Service Desk Specialist will be expected to provide excellent customer service while effectively troubleshooting a variety of Tier 2 level issues via phone, email, and their ticketing system. If there are any issues that need to be escalated to the Tier 2/3 team, this person will need to gather as much information as possible to create that ticket. This individual will also be brought on to create SOPs, identifying processes they can be more efficient in and creating clear documentation for the processes. This individual will also assist in optimizing the onboarding process of new users.
Afterhours Shift Information: There is a 2-week rotation for the after-hours shift. Our client utilizes a managed service as the frontline, to support their London and HK office, but when there is fall over, this individual will be on-call (24/7) to support any users issues. They will carry a mobile device that is an after-hours hotline and troubleshoot tickets or escalate tickets if they cannot resolve the issue themselves. This person will be provided over-time pay and a $300 stipend each afterhours shift they work.
