Help Desk Analyst - Overnight shift

Help Desk Analyst - 2 openings, both overnight shift
Chicago, IL - hybrid onsite: 3 days/week onsite in the loop, 2 days work from home

Overnight Shift Openings
Shift 1:
• Thursday 10 PM to Friday 9 AM
• Friday 10 PM to Saturday 9 AM
• Saturday 10:30 PM to Sunday 9:30 AM
• Sunday 10 PM to Monday 9 AM

Shift 2:
• Wednesday 10 PM to Thursday 9 AM
• Saturday 7 PM to Sunday 6 AM
• Sunday 6 PM to Monday 6 AM
• Monday 8 PM to Tuesday 6 AM


Role Summary
The Help Desk Analyst is responsible for providing white glove technical support to a professional services staff of end users, in a 24x7 help desk environment, using ServiceNow as the main ticketing system. The overnight shift typically gets about 15 calls per shift, and responding to quite a few more emails. There will be a wide range of technical issues to support, both hardware and software, in a Microsoft environment. You will have the opportunity to grow your career here, and eventually move off the 3rd shift if that's your desire. But we are seeking people dedicated to the overnight shift for at least 12 months. If this sounds like you, please apply today!


What you'll be doing

• Assists users to resolve computer related problems such as inoperative hardware or software, including network connections. Resolve customer inquiries efficiently and effectively through the use of active listening and personalizing techniques with a constant focus on service excellence.
• Hardware Support functions include, but are not limited to, end user support, desktop support, laptop support, visiting office setups, and mobile device support. Perform basic printer, network and device troubleshooting.
• Software support functions include, but are not limited to, answering an array of job-specific How-To questions and the installation, basic configuration and troubleshooting of applications that are standard within our environment or otherwise approved for installation.
• Document and maintain user request and incident records in IT Service Management System. Maintain ownership of user inquiries and requests through resolution, owning the relationship with the customer.
• Escalate calls, as necessary, to Level II and III IT staff, or authorized contractors, to resolve problems or fulfill requests according to established escalation procedures.
• Meet and exceed team and individual performance standards including abandon rate, first call resolution and SLAs.
• Execute basic and routine systems administration tasks (e.g., password administration and print queue management).
• Utilize, create, and submit updates to Knowledgebase articles and share knowledge through other designated forums with Service Desk teammates.
• Assist with projects such hardware or software upgrades and on-boarding of large groups.
• Perform other duties as required.

Skills we're seeking

• 5+ years of experience in Technical Support focused roles
• Must have 2+ years specifically in Help Desk or Service Desk roles specifically, providing support over the phone
• Must have experience providing white glove customer service in technical support capacities
• Must have experience supporting the following technologies, everything else is a nice to have:
  • Windows 10
  • Microsoft Office
  • Office 365
  • Citrix or other remote access technology
  • Hardware specifically iPhones, Android phones, Macbooks and PCs

Nice to haves

• Experience working at a law firm or professional services firm
• ITIL experience and/or certification
• Bachelor's Degree in an IT related field
• Experience with other key technologies we use:
  • Adobe Acrobat
  • Avaya Telephony
  • Blackberry Work (MDM)
  • SCCM
  • iManage or NetDocuments as a DMS
  • Azure experience
  • Networking experience
  • Windows Server experience