What are the responsibilities and job description for the Help Desk Technician position at Blitt and Gaines, P.C.?
Help Desk Level 1
Overview
Blitt & Gaines is a creditor’s rights law firm with nine offices, in six states and over 400 employees.
We are looking for a Level 1 Help Desk Technician to add to our IT team. This person shall provide fast and useful technical assistance on computer systems. They will answer queries on basic technical issues and offer advice to solve them. Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be service-oriented and patient to deal with users of different levels of knowledge.
This is a full-time, on-site position in our Vernon Hills or Naperville, IL offices.
Responsibilities:
- Serve as the first point of contact for end-users seeking technical assistance over the phone or email
- Monitor help desk ticketing system
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by end-user
- Walk the end-user through the problem-solving process
- Triage and direct unresolved issues to the next level of support personnel
- Monitor and manage open tickets, follow up with IT staff
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update end-user status and information
- Pass on any feedback or suggestions by end-user to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Create documentation to assist future troubleshooting
- Create knowledge base documentation for internal and user reference
- Manage and keep current asset inventory
- Assist in workstation and laptop builds
- Assist in new hire setup and NLE removal
Requirements and skills
- Proficiency with Microsoft Windows 10/11 and Microsoft Office applications
- Experience as a help desk technician or other customer support role
- Knowledge of office automation products, databases and remote control
- Understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Ability to manage requests from multiple mediums; email, ticketing system, phone.
