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    Service Desk Associate - Chicago, United States - Harris & Harris

    Harris & Harris
    Harris & Harris Chicago, United States

    3 weeks ago

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    Description
    Job Description

    Job Description


    Harris & Harris has over 50 years of experience in customer care and revenue recovery, specializing in the utilities, government, and healthcare markets.

    We're looking for a professional, and motivated

    Service Desk Associate

    to join our team. If you're looking for a company that embraces the principles of respect, compassion and trust, please apply with us today
    Service Desk Associate (IT)
    The

    IT Service Desk Associate


    will support end users of all levels and ensure closure of support issues for all company technology utilizing a ticketing system, including but not limited to: dialer software, phones, connectivity issues, computers, printers, network accesses and IDs, and related devices.


    Schedule :

    Standard Office Hours are 8:00am to 5:00pm CST, but must be able to work flexible hours, including Saturdays, early mornings, and possible late nights, depending on organizational needs.


    Additional Compensation:
    Comprehensive benefits package, including medical, dental, vision, and life insurance
    401K match
    Paid Time Off (10 days off in your first year), and paid major holidays
    Additional perks such as tuition reimbursement, identity theft protection, and more

    DAY TO DAY
    Field phone calls, email questions, and electronically input trouble tickets from users seeking assistance
    Track problem trends and recurring problems to eliminate future issues. Evaluate the severity of problems for proper prioritization, escalating as needed
    Issue Resolution Activities
    Responsible for creating new and maintaining existing documentation related to

    troubleshooting/resolving

    help desk tickets
    Assist in overseeing the dialing functions such as monitoring existing campaigns and alerting the administrators to campaign performance/needs
    Generate and analyze various reports from the dialing system to manage daily call distribution
    Perform and maintain testing of telephony systems and applications to assure department objectives are met and to maximize productivity through call handling efficiencies, system uptime, staffing levels, reporting, and analysis
    Responsible for employee administration within our telephony platforms

    WHAT YOU MUST POSSESS
    Must Have Skills
    High School Diploma or equivalent required
    2+ years of experience in a help desk role with an understanding of call centers, dialing systems, collections, and customer service operations
    Proficient with all MS Office Applications, and able to maintain other required technical skills to respond to the changing needs of the organization
    Other Required Skills
    Must be a self-starter and goal-driven, and able to work in a fast-paced environment
    Possess good verbal and written communication skills, maintain a professional demeanor, and demonstrate good customer service with internal and external clients
    Must be able to adhere to security procedures and policies related to end-user computing and data security.
    Able to ensure high priority work is completed within required timelines

    Harris & Harris is an equal opportunity employer.

    Applicants will not be discriminated against based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

    #J-18808-Ljbffr
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