Job description

The Help Desk Analyst provides technical support related to computer systems, hardware, or software
via telephone, email and chat tools. This position is fast-paced and multi-task intensive; requiring quick
decision making and top-notch customer service skills.
ESSENTIAL DUTIES AND RESPONSIBILITIES: include, but may not be limited to, the following. Essential
functions are primary job duties that an individual must be able to perform successfully with or without a
reasonable accommodation. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.


Serve as the first point of contact to customers seeking help for hardware, software, network, or
other technical and non-technical issues.


Provide over-the-phone, email, and chat support.


Identify, diagnose, and resolve all customer issues by using documented troubleshooting items such
as a knowledge base, previously reported issues, colleague experience, or connecting the customer
to an escalated level of support to properly resolve their issue.


Use of screen sharing and remote control tools to properly vet, collect, and evaluate the customer’s
reported issue.


Properly ticketing all customer requests with detailed information regarding the issue reported. Help
Desk Analysts are expected to provide accurate, descriptive, and complete information in all tickets in
order to successfully relay informits action back to the customer or other support team members.


Maintain a regular and reliable level of attendance.

*KNOWLEDGE, SKILLS AND ABILITIES

 *
High School Diploma or equivalent.


Strong verbal, written and typing skills.


Excellent customer service skills, efficiency, multi-tasking skills, and patience are key to any Help Desk
Analyst’s success.


Dependable team player who works collaboratively and cooperatively with others in a team-oriented
environment.


Ability to act independently and make decisions within scope of the position’s responsibilities.


Display the utmost professionalism at all times with team members as well as end-users.


Ability to function well in a high-paced and at times stressful environment.


Ability to think strategically and analytically to troubleshoot and resolve issues quickly and/or provide
successful alternative methods until permanent resolution can be found.


Proactive with the ability to identify, define, and perform remote troubleshooting of
computer/technical issues through remote control tools while asking pertinent questions.
For Official Use Only


Exhibit high degree of initiative, follow-through, and critical-thinking skills with the ability to manage
multiple priorities in a demanding, fast-paced, detail-oriented work environment, and make decisions
based upon results of research.

*TOOLS, EQUIPMENT, WORK AIDS USED IN THE JOB

 *
Smart phone required
o Android OS version 8.0 or higher
o iPhone 6s or higher


High speed internet with a minimum of 10 Mb down 5 Mb up
o The ability to wire into your modem or router (wireless connections are not supported)


May require Intune “Mobile Device Management” software installed on personal device(s)

*PHYSICAL REQUIREMENTS
 *

Prolonged periods of sitting at a desk and working on a computer

KENO KOZIE IS AN EQUAL OPPORTUNITY EMPLOYER
Diversity and inclusion matters to us here at Keno Kozie Associates. We celebrate our differences and
advocate an environment where everyone feels included. We’re proud to be an equal opportunity
employer – and celebrate our employees’ differences, including race, color, religion, sex, national origin,
citizenship, marital status, sexual orientation, gender identity, age, disability, Veteran status or any other
protected group status. Our differences make us better, stronger and more successful. Equal
employment opportunity extends to all aspects of the employment relationship, including hiring,
transfers, promotions, training, terminations, working conditions, compensations, benefits, and other
terms and conditions of employment.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities,
duties or responsibilities that are required of the employee for this job. Duties, responsibilities and
activities may change at any time with or without notice.

For Official Use Only

Job Types: Full-time, Part-time

Pay: From $36,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Night shift
• Overnight shift
• Weekend availability

Ability to commute/relocate:

• Chicago, IL: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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