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Cornerstone Legal Partners
Help Desk Support
Career Insights for Help Desk Technician / Analyst
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Scorecard
Based on Illinois data
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$50,084 / year median in Illinois
-4% projected decline
Job Description
Overview Join our dynamic team as a Help Desk Support specialist, where your technical expertise and customer service skills will drive seamless IT operations across our organization. In this role, you will be the first point of contact for users experiencing hardware, software, or network issues, providing prompt and effective solutions to keep our systems running smoothly. Your proactive approach and technical support capabilities will empower employees to work efficiently and confidently in a fast-paced environment. This paid position offers an excellent opportunity to develop your IT support skills while making a tangible impact on daily business functions. Duties Provide technical support for operating systems including Windows, macOS, and Linux, ensuring optimal performance and stability Assist users with network troubleshooting involving LAN, TCP/IP, DNS, VPNs, firewalls, and Wi-Fi connectivity issues Manage user accounts and permissions through Active Directory management and GPO (Group Policy Object) configurations Support software troubleshooting efforts for applications across various platforms and operating systems Maintain detailed documentation of issues, resolutions, and system configurations to facilitate ongoing support and analysis Collaborate with IT infrastructure teams to escalate complex problems such as network outages or hardware failures for swift resolution Support desktop support activities including installation, configuration, and maintenance of computer hardware and software Ensure customer support ticket management is accurate, timely, and aligned with service level agreements (SLAs) Skills Strong knowledge of Microsoft Office suite applications and general computer management practices Proven experience in technical troubleshooting support across hardware, software, and network environments Familiarity with help desk systems like Jira or similar ticketing platforms for efficient issue tracking Expertise in computer networking concepts including LAN/WAN architecture, TCP/IP protocols, DNS management, VPNs, firewalls, and LAN troubleshooting Proficiency in supporting Windows (including Windows Server environments), macOS, and Linux operating systems Hands-on experience with equipment troubleshooting such as desktops, laptops, mobile devices, printers, and peripherals Ability to communicate technical information clearly to non-technical users with excellent customer service skills Knowledge of Active Directory management and GPO configuration for user account control and security policies Understanding of IT infrastructure components including routers, switches, DNS servers, TCP/IP protocols, and LAN/WAN setup Analysis skills to diagnose complex issues quickly by evaluating system logs or network traffic data Familiarity with remote access tools like VPN clients or remote desktop applications for supporting off-site users Embark on a rewarding journey where your technical prowess fuels our organization's success!