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NX GROUP (NIPPON EXPRESS GROUP) · 18 hours ago

IT Help Desk Support - Specialist II

Des Plaines, IL

Full-time

Onsite

Mid Level

$68K/yr - $83K/yr

3+ years exp

Nippon Express U.S.A., Inc. is a subsidiary of Nippon Express Company, Ltd., providing logistics solutions and comprehensive transportation services. The IT Help Desk Specialist will engage in planning, implementing, overseeing, and maintaining server and network infrastructures while providing hardware and software support to end users.

Transportation/Trucking/Railroad

Responsibilities

Monitors ticketing system for incoming requests and incidents with the goal to resolve issues efficiently or escalate accordingly

Documents all pertinent end user identification information, including name, department, contact information, nature of problem or issues and solutions provided

Prioritizes and schedules ticket requests and incident reports response and escalates problems (when required) to the appropriately experienced technician

Manages incoming help requests from end users via tickets in a courteous manner and responds to request and incident reports from users by walking them through the problem-solving process

Provides hardware and software support of PC’s and network/telecommunications system infrastructure equipment; including installs, upgrades, and problem troubleshooting related to hardware, software and other equipment

Diagnoses, tracks, resolves and documents problems and assists in drafting knowledgebase articles based on commonly reported issues and educational queries

Installs, configures and tests new and updated releases of end-user software systems and computing equipment through various methods (i.e manual process, RDP, Microsoft Teams, etc.)

Advises, trains, and assists users on how best to utilize systems and ensures installation of desktop hardware and software according to established standards

Performs password and other various levels of security support on system

Performs other duties as assigned

Qualification

Help Desk SupportMicrosoft Office365TroubleshootingNetwork SystemsA+ CertificationTraining SkillsCommunication SkillsTime Management

Required

Ability to multi-task, prioritize and consistently meet deadlines, follow up and effectively use time

Ability to communicate technical ideas clearly and effectively, both orally and in writing to train and provide support to users

Ability to communicate technical ideas in terminologies users can understand when resolving issues with users

Ability to train and instruct employees in the proper use of computers and network system functions and resources

Ability to effectively carry out difficult and complex assignments, while exercising independent judgment and initiative

Ability to establish and maintain good rapport and cooperative relationship with co-workers and end-users

Considerable knowledge of the operation and maintenance of computers in a network system, including techniques for installing, testing, and troubleshooting

Proficient with Microsoft Office365, including Microsoft Outlook and other related software

3 years with a single organization working on a helpdesk or 1 year of progressively responsible work experience which demonstrates the ability to perform the duties of the position

Must have a strong work ethic, demonstrate attention to detail and have excellent time management skills

Experience with Microsoft Technology and RDP