Desktop Support Helpdesk Analyst - Schaumburg IL USC and GC Only - Local to IL only

Position: Desktop Support Analyst

Duration: 6 12 months (extendable)

Location: Schaumburg IL (Onsite)

Title: Desktop Support

Location: Schaumburg Illinois (Onsite)

Heres What Youll Do:

• Provide exceptional customer service to remote users over the phone using remote desktop tools to resolve incidents immediately and expedite fulfillment of requests.
• Provide remote support over the phone using remote desktop tools
• Assist employees with installation configuration and troubleshooting of computer hardware laptops desktops peripherals printers mobile devices.
• Ability to triage tickets and troubleshoot independently.
• Install and support desktop software for corporate laptops.
• Assist with the onboarding and offboarding process. Provision/deprovision user accounts and application access. Create and maintain laptop images.
• Document and resolve all tickets in a timely manner adhering to established SLAs.
• Interact with vendor support to resolve technical problems with hardware and/or software.
• Create and maintain internal IT knowledge base articles to document procedures.
• Create end user documentation (How To FAQ).

Requirements:

• Experience with Azure Active Directory Exchange SharePoint Teams and basic network troubleshooting.
• Experience in Endpoint management (Intune).
• Excellent customer service attention to detail communication and documentation skills.
• Must be a team player and willing to work outside the box to get things done as needed and within the company policies.
• Experience working in a Service Desk and helpdesk environment.
• Experience configuring and troubleshooting Windows & MAC laptops.
• Experience troubleshooting the MAC users issues with existing tools sets.
• Experience in building the MAC book using the Intune endpoint management tool.
• Experience in creating Knowledge documents.
• Microsoft Teams Apple MacBook.

Be highly motivated able to work with minimal supervision and adapt to changes as needed