Job Information
TCS Education System Senior Help Desk Specialist in Chicago, Illinois
Job Description:
Job Purpose:
This position is hybrid, and the candidate should be flexible with their hours. The primary schedule is required to be onsite every Monday and Tuesday, remote every Thursday and Friday with Wednesdays alternating between on and offsite each week. The position is responsible for promoting high-quality experience to the community of staff, faculty and students who contact the Help Desk Support Team. The person filling this role will spend approximately 70% of their time providing phone support and 30% on IT projects that benefit the school campuses. The Senior Help Desk Support Specialist will report to and work with the Help Desk Manager. This individual will assist with escalated Help Desk issues, support conferences, and projects. The Senior Help Desk Support Specialist will assist and mentor in training Help Desk Specialist team members.
Position responsibilities include, but are not limited to:
Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions.
Manage and report on multiple simultaneous projects and deadlines and use time efficiently.
Act as the first point of contact for the Help Desk Support Specialists when assistance is needed.
Must be able to respond to support calls and urgent issues from the Helpdesk as an escalation point during and business hours. Available and ready to support Faculty, Staff and Students at the System Office and on occasion at other affiliate locations.
Educate and coach affiliate staff, faculty, and students on using current and new core institutional technologies effectively.
Actively contributes to the development and implementation of training materials and programs that promote the roll-out and use of technology.
Ensure all high priority phone calls and Zendesk tickets are addressed or routed appropriately each morning.
Motivate and drive Help Desk team performance by assisting Help Desk Support Specialists with questions, ticket handling, coaching, problem solving, workload management, and technical documentation or articles.
Ensure that Help Desk Support team practices are consistently aligned with established policies and procedures. Suggest improvements to these on a regular basis with the goal of improving service levels.
Establish relationships and work closely with 2nd level support teams to ensure tickets are properly routed and include all relevant details for resolution.
Communicate with leadership regarding any current outages, issues, escalations, or concerns.
Provide white glove service to executives and senior leadership.
Maintain and promote a professional and upbeat atmosphere.
Participate in special projects and other duties as assigned.
Promote the foundational values: Teamwork, Respect, Integrity, Innovation and Customer Focus.
Required Qualifications:
Knowledge and Skills
Proficiency with a variety of operating systems and software including Windows 11, Microsoft 365, Zendesk, and Zoom.
Customer focused Microsoft Certifications preferred.
Critical thinking skills, advanced troubleshooting, implementation and support of audio-visual technology for conference support.
Detail orientated when gathering ticket details and escalating issues.
First-rate interpersonal, verbal, and written communication skills with the ability to translate technical concepts into accessible language.
Proficiency with a variety of operating systems and software including Windows, MS Office 365 Suite, and Mac OSX.
Ability to meet deadlines, manage multiple priorities, and handle sensitive and/or high-pressure situations.
Ability to work in and foster a collaborative team environment.
Ability to work flexible shifts, which may include evenings and/or weekends and peak periods including but not limited to the beginning of each semester and service launch dates.
Education:
Bachelor’s degree or equivalent job experience required.
4-6 years of experience providing desktop/call center support.
Experience:
Experience producing reports and writing technical documentation is preferred.
Experience working in Higher Education is preferred.
Working Conditions:
- Must be able to lift 50lbs and be flexible with working hours, when needed.
Compensation & Benefits
This opportunity is budgeted at $33.33 - 38.46 base compensation. Additional compensation factors may impact total compensation. To learn more about our competitive benefits and additional rewards, including generous paid time-off, medical and dental insurance coverage, life and disability insurance, retirement plan with employer contribution, multiple flexible spending accounts, tuition reimbursement, click the link below.
https://www.tcsedsystem.edu/careers/
The Community Solution is an Equal Opportunity Employer.
