Help Desk Technician in Chicago IL

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Flying Food Group
Title: 
Help Desk Technician
Date: 
07/16/2019
Job ID: 
--
Location: 
Chicago IL
Degree: 
Not Specified
Salary: 
Not Specified
Job Types:
Technical Support
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Position Goals:

Provide helpdesk support for inbound calls delivering excellent customer service.

Essential Duties and Responsibilities:

  • Answer Helpdesk calls from FFG Employees to IT
  • Perform initial triage of incoming and end-user computer issues and problems, requires quick problem and issue identification
  • Create help desk tickets and document all problems and actions taken
  • Provide accurate and professional resolution on all supported issues
  • Update customer on status of open tickets
  • Accept responsibility/ownership for all assigned tickets from creation to resolution or to the point of escalation
  • Deploy new desktop images
  • Perform other projects as assigned
  • Shift is 2 p.m. to 10:30 p.m.

Knowledge, Skills and Abilities:

In addition to the list below, it is understood that all positions with the company require individuals who possess a pleasant and friendly attitude, project sensitivity towards customers and fellow employees, and maintain a neat and clean professional appearance. Core competencies have been identified as relevant to every position within the company and include: Ethics and Integrity, Listening, Business Acumen, Customer Focus, Approachable and Savvy, Action Oriented, Managing Time & Priorities, Composure & Patience, Drive for Results, Self -Development & Knowledge, Dealing with Change, Decision Quality, and Informing.

Competencies

  • Customer Service
  • Responds quickly with accurate information
  • Determines root cause of customer issues and works to solve problems meeting customer expectations

Problem Solving

  • Uses logic, analysis and methods to define problems and offers useful solutions
  • Looks beyond the obvious to find more than one option/solution to choose from
  • Can find common ground and solve problems for the good of all involved
  • Gains perspective by asking others for their input before implementing solutions

Functional/Technical Skills

  • Understands processes and procedures necessary to successfully perform tasks
  • Able to remotely troubleshoot network / connectivity issues
  • Able to troubleshoot windows desktop issues and user devices
  • Demonstrates the ability to learn rapidly and adapt quickly to new processes and technology

Working Relationships

  • Works well in cooperation with others for the benefit of the company
  • Receives and carries out instruction in a positive manner
  • Responds well to constructive critique from manager and peers
  • Remains open to learning and coaching
  • Viewed as a team player by being cooperative and collaborative

Managing Time & Priorities

  • Uses his/her time effectively and efficiently
  • Focuses efforts on important priorities
  • Accomplishes more tasks and assignments in less time
  • Can attend to several priorities at a time
  • Eliminates roadblocks and stays focused
  • Plans daily tasks so important work is accomplished
  • Uses workplace tools, technology or personal methods to keep track of priorities and assignments
  • Prioritizes and works on multiple tasks effectively while maintaining high quality work results

Communication

  • Listens, shows interest
  • Demonstrates appropriate non-verbal skills and clarifies with questions and paraphrases
  • Informs, encourages the exchange, access and sharing of information
  • Modifies communication style appropriately
  • Can write clearly and succinctly to get messages across to the intended receiver for the desired effect
  • Multilingual is a plus

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