Service Desk Technician

Service Desk TechnicianLocation: Chicago, IL 60606Job Description:Will solve issues for moderately complex problems in all technical areas and will solve extremely complex problems in at least one technical area.Apply policies to situations with minimal interpretation. Supervision Received/Provided: Performing project work as assigned under the supervision of a lead or manager.Team player attitude, excellent communication skills, and the capacity to work with minimum supervision; good customer handling skills.Bachelor’s Degree preferred. Two-four years of experience configuring, installing, troubleshooting and repairing printers, PC and laptops. Ability to provide technical support to computer users both on the telephone and face-to-face when necessary.Strong amount of technical knowledge of Windows XP, Windows 7, Microsoft Office 2003/2007 products, Market Data Applications (ex. Bloomberg) and telephony environments.Expert level knowledge in at least one of these areas. Ability to broaden knowledge in the functional areas of IT and be proficient in 2 or more functional areas.Strong basic execution capabilities within functional areas of IT.Moderate proficiency in troubleshooting desktop computer issues, both hardware and software.Ability to manage a work queue in a ticketing system Illustrative Responsibilities.The focus of a service desk person is to stay at the service desk and service people over the phone.Some problems are more easily handled in person, also during periods of high call volume, problems may be delegated to a desktop support person from a service desk person for reasons of efficiency.Provide Level 1 technical support for users of desktop hardware and software in the same location and level 2 technical support for users of desktop hardware and software in remote locations.For any problem where the user is in the same location, during periods of very high call volume, incumbent may forward the problem to a desktop support member.