L1 Help Desk Technician

Help Desk Technician

Schaumburg, IL

Who You Are

• Someone who is comfortable delivering troubleshooting tips over the phone.
• Comfortable troubleshooting Windows 7/10.
• Good base knowledge and experience with Office 365

Responsibilities

• Provide a high level of customer and technical support to end users.
• Support will be predominantly be provided remotely and over the phone.
• Provide support over the phone for basic Active Directory, printer, hardware, software, and Office 365 issues.
• Escalating issues to tier 2 and 3 teams when necessary.
• Document steps taken and escalations in the call tracking system.

Requirements

• 2+ years of experience in a help desk or desktop role is preferred.
• Certs and degrees are preferred; though not required.
• Ability to diagnose and resolve hardware, software, and printing issues relating to Windows 7/10.
• Basic LAN/WAN understanding.
• Previous experience providing phone support and remote technology to resolve user issues.
• Office 365 support experience