IT Help Desk Specialist

Catalyst Technology Group - Chicago, IL (30+ days ago)5.0

Catalyst Technology Group, Inc. is an IT consulting firm seeking a Help Desk Technician to work on our team to provide IT support services to both our clients and internal staff.

Provide excellent IT support to troubleshoot the following systems:
Hardware including mobile devices, tablets, laptops, desktops, servers, network appliances, firewalls, switches, routers, storage appliances.
Operating systems including Microsoft Windows 7, Windows 8, Mac, Windows 2008 R2 Server, and Windows 2012 Server and the frequently installed roles and features which can be installed.
Desktop applications including Outlook, Lync, Word, Excel, Office 365, SharePoint, SkyDrive, Mozy online backup, end point security, Kaseya, and more.
Server applications including Exchange, SQL, SharePoint, Lync, backup software, and more.
Cloud-based applications including Office 365
Security appliances including Cisco ASA firewalls.

Be resourceful to solve issues and find information:
Leverage client documentation, Internet resources, subscriptions, discussion boards, and resources available to you before escalating
Evaluate when a client’s business is being impacted and be creative in developing work-arounds or solutions while keeping suggestions within our core solutions that the company is able to support.
Critically think through issues to develop solutions when they aren’t readily apparent.
Strive to further your career and the company through ongoing education, certifications, and personal-initiative including:
A personal drive to stay ahead of our customers with new technologies and changes in the industry.
Obtaining industry and vendor certifications.
Becoming a subject matter expert in various technologies as directed.
Working toward accomplishing your defined personal goals.
Create clients that rave about the level of support and communication you provide:
Evaluate your communication from the client’s perspective for the level of technical expertise they’re interested in hearing, how quickly an issue needs to be addressed, and if the resolution plan is cost-effective.
Follow up and/or perform research when you commit to getting back to a client.
Be professional, courteous, optimistic, and friendly.
Document work performed and configurations in our Connectwise PSA system, Remote Desktop Manager, and other centralized management applications so others can help support our clients at the same level.
Develop project plans to review with management and customers to help successfully manage client expectations.
Train users on network, hardware, and software use.

Collaborate and work as a team with co-workers:
Leverage social enterprise applications such as Yammer to share ideas and collaborate with staff.
Help cross-train staff to be successful in supporting your areas of expertise.
Provide clients with solutions that are within our core competencies and normal recommendations to eliminate “one-off” solutions which others aren’t familiar with supporting.
Participate in rotating off-hours on-call support.
Work with management on your team’s goals.

Manage your activities in a fast-paced environment:
Manage customer expectations with frequent and professional verbal and electronic communications.
Utilize our trouble-ticketing system to document your work and facilitate communication with our clients.

At least 1 year experience in a business network environment
Experience and troubleshooting skills in PC’s, networking, remote connectivity, VPN, TCP/IP, DHCP, DNS, backups, imaging solutions.
Excellent verbal and written communication skills to interact with all levels within an organization
Self-starter; organized; ability to juggle and prioritize multiple tasks.
Great attitude and customer service skills.

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
401(k) with matching
Vacation, Personal, and Holiday Pay
Employee Purchase Program - computers, peripherals, and services at cost.