Position Title: IT Help Desk Support/Call Center Location: Vernon Hills
Duration: ASAP to projected end date of 07/02/2012
Compensation: $18.00-$22.00 an hour This role is to assist the CDW IT Service Desk with providing phone support to our internal CDW coworkers in our Vernon Hills location. The service desk technician may also be assisting with various IT projects.
Education - High School Diploma or GED
Experience Requirements: - 2-3 years experience supporting Windows 7/XP - 2-3 years working experience in a Tier ""1"" phone technical support environment. - 2-3 years experience with installing/uninstalling PC hardware/software. - 2-3 years experience working with VPN solutions and troubleshooting network connectivity. - 1-2 years experience working with desktop wireless configurations/setups. - 1-2 years working experience with Active Directory (creating accounts, changing accounts, adding objects to OU's).
Key Technologies: - Windows 7/XP - Microsoft Active Directory - RSA SecurID - Remedy (Call Tracking) - Microsoft Office 2007/2010 - Smartphones/Tablets - Symantec/McAfee AV/Firewall - AS/400 Client - Citrix
Certifications: - A+ - Net+ - Certified Support Center Analyst (HDI)
Essential Primary Functions: - Provide first level service desk support for a variety of technology issues via phone, VM, and eMail. - Open/Close incidents and services requests. - Update incidents and service requests. - Keep coworkers informed of the status of their tickets. - Ensure follow-up is performed with level 2/3 support. - Meet all productivity and quality goals as measured by the department.
Secondary Functions: - Work on routine, entry level projects. - General client administration activities. - Create knowledgebase acticles.
Skills Requirements: - Work on routine, entry level projects. - Ability to work under direct supervision. - Working knowledge of VPN connectivity software. - Working knowledge of the Microsoft Desktop product line. - Basic knowledge of Windows Active Directory - Advance working knowledge of Microsoft Outlook - Prior history with call tracking system. - Solid interpersonal skills. - Good oral and written communication skills. - Ability to manage multiple issues at once. - Must be willing to respond to on-call pager system after hours for support emergencies. - Flexible working hours. - Lift up to 50 lbs, with or without assistance, on occasion. - Lift up to 20 lbs, unassisted on a regular basis.
** Must be able to work occasional nights and weekend for project support**
This is not an entry level position and is 100% phone support.
It is important that they have experience in a help desk / service desk phone support role, as they will be on the phone all day. Candidates will need to be able to adapt to a fast paced, technically broad environment in short order. Support calls are mostly software / application issues, then connectivity and access issues, and finally hardware support. Knowledge of supporting remote users and locations is important. Candidates who seem to do well are those that have been on a traditional Help Desk team supporting a medium to large volume environment (our techs average 40 to 60 calls per day).
