Job Order #1990

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Posted Date: 1/28/2014
Job Category:
Position Title: Help Desk Analyst
Salary Range:
Location: Illinois, USA
Chicago, Illinois, USA
Desired Skills:

The Tier 1 Operational Support Analyst (Help Desk Analyst) is the primary level of support for the students, faculty and staff of the school. The Tier 1 Operational Support Analyst is responsible for providing timely and accurate support to end users in both a Mac and Windows environment, additionally the Tier 1 Operational Support Analyst will diagnose hardware, software and operator problems, taking remedial actions as needed.

Job responsibilities include:

• Initial intake of all requests for assistance with respect to computer hardware, software and network problems or related issues
• Entry of support ticket and documentation of user problem or issue
• Diagnosis of issue, including a determination of scope, urgency and the time to solve
• Troubleshooting to determine resolution of issue or escalation of issue to Tier 2
• Providing client updates every 24 hours until the issue is resolved


• Excellent knowledge of Windows XP, Windows 7, Microsoft Office 2007 and 2010
• Excellent knowledge of OS X 10.6 through 10.8, Lion and Office 2011 for Mac
• Excellent knowledge of Adobe Acrobat X and XI
• Familiarity with Active Directory, Remote Access, virus and malware removal tools
• Knowledge of Voice of IP (VOIP) a plus
• Hardware maintenance experience (e.g. desktops, peripherals, laptops, printers, copiers, iPhone)


• Work and communicate with a wide range of people – vendors, students, faculty and staff members
• Consistently demonstrate professional, positive, and approachable attitude/demeanor and discretion
• Demonstrate sensitivity in handling confidential information
• Formulate and clearly communicate ideas to others
• Empathetic to student needs
• Constant and reliable
• Fluency in English


• Work may require moderate physical exertion and/or physical strain
• Willingness to work on-call for off hours emergency support
• Some weekend and night hours to complete projects
• Ability to work under stress during peak workload periods

Our client is seeking an Entry Level Helpdesk Analyst
Requirements would be at a minimum, A+ Certification and hours to equal an associates degree
Minimal experience, with the candidate having an aptitude for technology.

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