Help Desk Analyst

Job Title: IT Support Specialist / Help Desk Analyst
Location:-  Chicago, IL 60637
Duration:- 08 Months
 
Responsibilities:

• Provide customer support for desktops, laptops, email, VPN, network connectivity, hardware, and printing in a fast-paced corporate help desk environment.
• Log, track, and manage incidents through the problem tracking system; resolve first-level and some second-level issues.
• Escalate unresolved issues to appropriate backline or specialized support teams as needed.
• Collaborate with backline teams and operations to prevent recurring issues and facilitate timely resolutions.
• Deliver software and hardware support, including installation, configuration, and troubleshooting.
• Provide technical advice, guidance, and informal training to end users on hardware and software programs.
• Diagnose and restore routine service disruptions by analyzing, identifying, and resolving faults using established procedures.
• Perform root cause analysis for common issues and develop preventive measures, checklists, and controls.
• Maintain and update knowledge base and call-tracking systems to improve resolution efficiency.
• Actively contribute in a team environment by sharing knowledge, assisting colleagues, and ensuring consistent service quality.

 
Required Qualifications:

• 2 - 4 years of experience in IT support, help desk, or desktop support roles.
• Strong customer service orientation with excellent verbal and written communication skills.
• Hands-on experience with troubleshooting desktops, laptops, and related hardware.
• Working knowledge of Windows operating systems, Microsoft Office Suite, and common business applications.
• Experience with VPN connectivity, email configuration, and basic networking concepts.
• Ability to manage multiple issues in a fast-paced environment while maintaining attention to detail.
• Strong problem-solving and analytical skills with the ability to document and track issues effectively.
• Preferred Qualifications:
• Experience supporting enterprise environments with ticketing systems (e.g., ServiceNow, Remedy, JIRA).
• Familiarity with Active Directory, password resets, and user account management.
• Knowledge of ITIL processes for incident and problem management.
• Exposure to remote desktop support tools.
• A+, Network+, or Microsoft certifications.