Help Desk Analyst

Job Title: Help Desk Analyst
Job Location: Chicago, IL
Job Duration: 4-5 Months (possibility of extension)
Payrate: $28.98/ hr. on w2
Department: Information Technology
Reports To: IT Support Manager

Job Summary:

• The IT Help Desk Support Specialist provides technical support in a fast-paced corporate help desk environment.
• This role is responsible for supporting desktops, laptops, email, VPN, connectivity, hardware, printing, and related systems.
• The specialist logs and manages service requests, resolves first-level and select second-level incidents, and escalates issues when necessary to ensure timely and effective resolution.
• The ideal candidate will possess strong customer service skills, excellent communication abilities, and a solid technical foundation in hardware and software troubleshooting.

Key Responsibilities:

• Provide technical support for desktops and laptops.
• Provide technical support for email systems.
• Provide technical support for VPN and network connectivity.
• Provide technical support for hardware and peripherals.
• Provide technical support for printers and related equipment.
• Log, track, and manage incidents using a problem tracking system.
• Resolve Level 1 and select Level 2 technical issues.
• Analyze and troubleshoot issues, escalating to backline support when appropriate.
• Collaborate with backline teams and IT operations to prevent recurring issues.
• Perform root cause analysis and develop checklists for common technical problems.
• Recommend procedures and controls to prevent future incidents.
• Maintain and update knowledge base and ticketing systems.
• Provide technical guidance and informal training to end users.
• Deliver outstanding customer service and maintain clear communication throughout issue resolution.
• Work collaboratively within a team environment, sharing knowledge and assisting colleagues.

Qualifications:

• Proven experience in a corporate help desk or IT support environment.
• Strong troubleshooting skills for hardware, software, and network-related issues.
• Experience with ticketing and problem-tracking systems.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Ability to work in a fast-paced, team-based environment.
• Analytical mindset with strong problem-solving skills.