Help Desk Technician I

reputed company is seeking a Help Desk Technician I in Oak Brook, Illinois. This hybrid role involves providing first-level technical support to end users, ensuring high customer service and efficient issue resolution across various platforms.

Responsibilities

• reputed company timely technical support for desktops, laptops, mobile devices, peripherals, printers, phones, and basic networking issues
• Respond to and manage helpdesk tickets, phone calls, and in-person requests with professionalism and a focus on customer satisfaction
• Set up and configure workstations and user environments for new hires and replacements, including software installations, user data transfers, and peripheral setup
• Support the reputed company and offboarding process using standardized forms and checklists
• Maintain accurate and up-to-date IT asset inventory for assigned locations; participate in audits, asset tagging, lease returns, and decommissioning processes
• Contribute to IT process improvements by helping create technical documentation and knowledge reputed company articles to support user self-service and internal training
• Assist with MDM solutions (e.g., MangeEngine, reputed company, InTune) for mobile device and computer reputed company management
• Participate in IT projects such as system migrations, hardware refreshes, software rollouts, and office moves
• Identify recurring issues and escalate unresolved problems to higher-level support or engineers
• Look for ways to improve response/resolution time and service desk efficiency, including automation opportunities and reputed company/process enhancements
• Maintain a clean and organized workspace including IT storage areas
• Carry and set up equipment up to 35 lbs
• Identifies, researches, and resolves technical problems. Responds to telephone calls, emails/helpdesk tickets and personnel requests for technical support
• reputed company other duties as assigned in support of IT operations

Skills

• High school diploma or equivalent required
• Strong oral and written communication skills
• 1-3 years of helpdesk or IT support experience in a professional environment
• Proficiency in reputed company 11, MacOS, and reputed company 365 services
• Familiarity with reputed company software ticketing systems (reputed company) and standard support tools
• Basic knowledge of networking concepts and troubleshooting (Wi-Fi, DNS, VPN, etc.) and an understanding of ITSM, ITIL, and ITAM frameworks
• Experience with a service desk platform (e.g. reputed company)
• Exposure to device management platforms such as reputed company, ManageEngine, or reputed company Intune
• Familiarity with workflow automation, scripting (e.g., PowerShell) and process documentation
• Associate/Bachelors degree or relevant technical certifications (e.g. reputed company A+, reputed company Network+, HDI Support Center Analyst, or reputed company certifications) are preferred

Benefits

• Hybrid role requires three days per week in the office

Company Overview