Job Details | Service Desk Support Analyst

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Northern Illinois Food Bank

Location: GenevaIL 60134 Document ID: AD406-003G Posted on: 2019-10-1610/16/2019 Job Type: Regular

Job Schedule:Full-time
Minimum Education: Bachelors2019-11-15
 

Service Desk Support Analyst

Job Title Description: Service Desk Support Analyst  

  Classification: Exempt  

  Reports To: Director of Technology  

  Date Updated: October 2019

Summary/Objective

Responsible for maintaining a Service Desk Support. Developing knowledge of Northern Illinois Food Bank software standards and incorporate into the Service Desk function to support the Information Technology user base. This position will also assist and develop software-training agendas in conjunction with Information Technology management. In addition, procedures and policies pertaining to Information Technology will be maintained by this position. This position reports to the Director of Information Technology.

Essential Functions  

· Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.  

· Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.  

· Determines root cause by hardware such, Printer, PC, Cables, Telephone, Cell Phone.  

· Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or technical staff support.  

· Logs and tracks calls using problem management database, and maintains history records and related problem documentation.  

· Prepares standard statistical reports, such as Service Desk incident reports.  

· Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate. 

·Consults with information Technology staff to explain software errors or to recommend changes to the hareware or software. 

· Calls software and hardware vendors to request service regarding defective products.  

· Tests software and hardware to evaluate ease of use and whether product will aid user in performing work. 

· Writes or revises Information Technology user training manuals, procedures and policies.   

· Develops training materials such as exercises and visual displays.  

· Trains users on software and hardware on-site or in classroom. 

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required Education, Skills, and Experience  

· Degree in Computer Science or equivalent experience  

· Minimum 2-3+ years’ experience working in a Service Desk environment.   

· Strong understanding of network applications and how they are integrated.  

· Strong knowledge of Windows 7 -10 and the Network connectivity of Windows.   

· Strong ability to analyze, resolve problems / issues in a PC Network with PC’s, Printers, Print Servers, and other peripheral devices.  

· Ability to interact with users to understand needs and develop training agendas based on this knowledge.  

· Good Training skills.   

· Knowledge of Outlook, Skype for Business, Word Excel, Internet e-mail systems etc.   

· Self-Starter 

 ·Knowledge of Outlook, Skype for Business, Word Excel, Internet e-mail systems etc.   

· Self-Starter  

· Demonstrated fanatical support abilities  

· Demonstrated strong troubleshooting skills.   

· Familiarity with Microsoft Products.   

· Excellent communication skills.  

Supervisory Responsibility  

This is not a supervisory position.

Work Environment  

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photo copiers, filing cabinets and fax machines.  

Physical Demands  

While performing the duties of this job, the employee is regularly required to communicate & converse, move, transport & position items.  

Position Type and Expected Hours of Work  

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Some flexibility in hours is allowed, but the employee must be available during the "core" work hours of 8:00 a.m. to 5:00 p.m. and must work 40 hours each week to maintain full-time status.  

Position Location 

This position is based out of our West Suburban Center (Geneva) location.  

Travel 

Some local travel to our center branches within our 13 county area required. 

AAP/EEO Statement 

Northern Illinois Food Bank is an Equal Opportunity Employer 

Please apply at the link below 

https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=6ac1a532-45ab-4da8-a5e0-43f6354b15ee

     
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