It-helpdesk Technician-desktop Support

Desktop Support Technician James Lovell FHCC, Chicago, IL

Onsite-Full time Position

EM Key Solutions is seeking a customer service-oriented Helpdesk Support Technician to provide support to internal employees with hardware and software issues. The candidate will troubleshoot and resolve technical issues via phone using remote access technologies or in person. The candidate will be required to work independently with little or no supervision and must be able to prioritize open issues.

Duties

Provide customer service and support to employees with software and hardware issues.

Monitoring support tickets

Identify and escalate issues that require other IT groups to complete

Document and maintain computer inventory using an asset management system

Provide training on an individual basis or small group

Proactively identify trending issues and work with support staff to automate solutions when possible

Support of portable devices - iPhones/iPads and Android Devices using Enterprise Mobility Management Software

Active Directory - Creating Accounts, Experience working with Group Policies

Manage Office 365 Email Accounts and Distribution Groups

Troubleshoot Wi‑Fi network and VPN connections

Create, update, maintain, and review quarterly Tier 1 and Tier 2 Standard Operation Procedures (SOPs)

Desired Skills

Ability to systematically troubleshoot complex issues over the phone as well as in person

Must be customer service orientated and provide timely resolution of all issues

Have a basic understanding of networking concepts

Possess good problem-solving skills and a desire to learn

Required Qualifications

Prior customer service experience is desired

1-3 years prior helpdesk experience

Experience with desktop imaging technologies

Working knowledge of Active Directory, Office 365, Microsoft Teams, MFA, and Azure

Knowledge of Windows 10, MS Office 365, Cisco VPN, Endpoint Detection and Response Software, Virus Removal tools

Associate degree or bachelor's degree (B.A.) from a four‑year college or university

Any Office 365 certification is a plus

Clearance The selected candidate must be able to pass a thorough Government background investigation successfully. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

Equal Opportunity Employer EM Key Solutions is an Equal Opportunity/Affirmative Action Employer committed to hiring and retaining qualified and talented individuals. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Reasonable Accommodation Requests EM Key Solutions is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or accommodation while seeking employment, please email human.resources@EMKEYSOLUTIONS.COM or call (727)-292-1521 Human Resources.

We will make a determination on your request for reasonable accommodation on a case‑by‑case basis.

E-Verify As a Federal Contractor, we are required to use E‑Verify to validate employees' ability to work legally in the United States.

EEO is the Law The law requires EM Key Solutions to post a notice describing the Federal laws prohibiting job discrimination.

Pay Transparency Non-Discrimination EM Key Solutions will not discharge or discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay.

For information regarding your legal rights and protections, please click on the following link: https://www.emkeysolutions.com/labor-notices

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