Service Desk Technology Support Analyst

Service Desk Technology Support Analyst

Halo Group is a premier provider of IT talent. We place technology experts within the teams of the world's leading companies to help them build innovative businesses that keep them one step closer to their customers and one step ahead of the competition. We offer a meaningful work environment for employees, attractive and interesting engagements for consultants, and cutting-edge digital innovation for our customers. We delight in helping our customers execute their digital vision. Big projects or small, Halo Group knows that by combining the highest quality talent with our unwavering support, we will become an invaluable extension of the team. Halo Group's experienced consultants in Detroit, Atlanta and Dallas specialize in all areas of product/project governance, UX/UI, multi-platform applications, quality assurance/testing, cloud computing, and data analytics.

Job Description

Job Title: Service Desk Technology Support Analyst

Location: Elk Grove Village, Illinois

Duration: Fulltime Permanent (Direct Hire)

Position Summary: We are looking for a highly motivated Technical Support Analyst to join our Service Desk IT support team. The Service Desk provides technology delivery and support services to the entire organization. The team is the main point of contact for IT service requests and problem resolution. As a member of this team, you will be involved in managing endpoint technologies and environments and you will have an opportunity to specialize in supporting specific business systems. This position is aimed for an individual whose career goals target leadership and project management.

The candidate should have a high degree of customer service and technical aptitude. This position requires familiarity with providing desktop and ERP system support for a mid-size to large organization. You will use your discretion, experience and judgment to plan and accomplish you team's and individual objectives. The candidate must be comfortable working under minimal supervision. Periodic travel to remote plants located throughout North America (including Canada) is expected. This position is based at our corporate office in Elk Grove Village, Illinois and reports to the Technology Delivery and Support Services Manager.

Essential Duties and Responsibilities:

• Provide initial Service Desk support for ERP systems and user-facing IT related hardware and software.
• Administer Active Directory for end users (i.e. creating, updating, and removing user accounts).
• Maintain ownership of assigned tickets to ensure Service Level Agreement standards are met.
• Manage specific Endpoint environments (i.e. security patching, mobile device mgmt., asset mgmt.).
• Research emerging IT technologies and recommend technology solutions.
• Support and participate in projects and software implementations.
• Promote existing IT policies, standards and adaptation of technology.
• Maintain and develop documentation for system processes and procedures.
• Escalate urgent issues to higher tier support if unable to address the issue directly.

Qualifications

Bachelor Degree in computer related filed and 2-4 years of relevant experience. Proven understanding of fundamentals of ERP systems. Solid understanding of ITIL framework. Proven understanding of Operating Systems including Windows 7, Mac OS X. Fundamental network troubleshooting skills (TCP/IP, DNS, DHCP). Experience working within Active Directory and Microsoft Exchange. Computer hardware repair and upgrade skills. Strong ability to effectively communicate with users and write user documentation. Ability to work within project teams throughout the business. Fundamental understanding of Cisco IP Telephony (Call Manager, Unity). Experience with Microsoft Configuration Manager. A track record of successfully implementing and completing IT projects. Familiarity with administering EDI transactions is a plus. Experience leading projects and/or teams is a plus.