Associate IT Service Desk Specialist

About the role

Join us in making a meaningful difference in the world. As an Associate Service Desk Specialist, you will play a crucial role in ensuring that our clients' technology needs are met efficiently and effectively.

Responsibilities

• Image Mac and Windows laptops for New Hires and upgrade end user deployment.
• Document and track recycled inventory using FreshService Asset Management, including the preparation of recycled inventory for disposal.
• Troubleshoot issues with Windows 10 OS, hardware/software, and peripherals.
• Troubleshoot issues with Apple macOS X 10.14+ OS, hardware/software, and peripherals.
• Configure Active Directory and SaaS accounts for new hires and account deletions.
• Support AV equipment, including projectors, digital signage, and conference room equipment.
• Resolve support requests by phone, email, or in person.
• Consistently close and update assigned tickets and/or tasks with status information.
• Complete tasks/work orders on time, on own initiative by independently managing workload.
• Ability to conceptualize impact of recommended solutions.
• Maintain monitoring progress of assigned tasks to ensure deadlines are met with quality standards.
• Provide training support for agency software and other 'IT to User' training.
• Lift and carry objects, such as computers and peripherals up to 40lbs.
• Support Infrastructure and Security Team as needed.
• Work fully or partially remote and provide onsite support as needed.

Requirements

• Minimum of 1 year working in an IT department for a small-medium sized corporation.
• Desired Certifications: Current CompTIA A+ certification, Microsoft Desktop OS Certifications, macOS Support Essentials Certification.
• Entry Level Working Knowledge: Active Directory User Administration and Group Policy, Cisco IP Phones, Cloud Applications such as Office 365, OneDrive, Cisco Webex, and Microsoft Teams, Laptop Imaging/Software Deployment using SCCM & JAMF, User Data Backup, Printer Management/Troubleshooting, Apple iPad Support, Familiarity with Android and Apple Mobile Devices, VPN connections.

Qualifications

• Strong understanding of the organization’s goals and objectives.
• Exceptional written, oral communication, and organizational skills.
• Strong interpersonal skills, with a focus on listening and questioning skills.
• Absorb and retain information quickly.
• Present ideas in user-friendly language to non-technical staff and end users.
• Attention to detail and ability to maintain confidentiality.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Initiative, innovation, and efficient use of resources.
• Eager to learn new technologies.
• Adapt to change and exercise flexibility as required including working flexible night/weekend hours, occasional shift changes, and on-call availability.
• Sitting for extended periods of time.
• Pursuing associate's degree in information systems or similar equivalent experience.

Skills

• Technical experience with AbelsonTaylor’s software and hardware, including Windows/Mac builds.
• Knowledge of Microsoft Windows and Office 365.

Benefits and Perks

• Medical, Dental and Vision coverage.
• 401k with Company match of 50% on the first 6%.
• Adoption Assistance – Up to $2,500 of financial assistance.
• Company Paid Life Insurance, Short-Term and Long-Term Disability.
• Short-Term Disability providing 100% of salary coverage.
• Paid Parental Leave for birth and non-birth parents (4 weeks).
• Summer Fridays.
• Flexible Time Off (FTO).
• 11 Holidays and End of Year Office Closure.
• Company provided Learning and Development opportunities.
• Free lunch Wednesdays.
• Wellness Program.

Pay

$45,000 - $52,000 plus overtime. The starting salary offer will depend on the candidate’s skills, qualifications, and experience. The company reserves the right to adjust this pay range at any time.

Schedule

The position follows a hybrid schedule, requiring employees to be onsite Tuesday-Thursday each week in our Chicago office. We make reasonable accommodations for employees and applicants with disabilities who require schedule accommodations.