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Help Desk Technician

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Job Details
Job Order Number
Company Name
Presbyterian Homes
Physical Address

SKOKIE, IL 60077
Job Description

Job Summary:

Presbyterian Homes’ is looking for a IT Help Desk Technician who has strong customer service and problem-solving skills, and technology expertise. Successful candidates must have 1-2 years experience in similar role or relevant internship; taking the hassle out of technical problems, being patient and friendly with even the most demanding customers and communicating technical concepts simply and clearly.

The IT Help Desk Technician is responsible for providing day-to-day technical support to employees (residents in some instances) for a range of hardware and software systems. Responds to and diagnoses problems through discussion with users, including troubleshooting, fault rectification, and problem escalation. Provides effective and timely resolution of users’ problems, queries, or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.


+ Provide remote and in-person support for employees across multiple avenues of contact, including email, phone, and chat

+ First and second level support for all company technology including, but not limited to, desktops, laptops, printers, Audio Visual, IP Phones, Analog Phones (including resident phones)

+ Maintain a superior level of customer service

+ Able to quickly perform root cause analysis

+ Use Help Desk ticketing system to accurately record all work, requester communication, and resolutions

+ Maintain a constant dialogue with requesters on the status of open incidents and requests

+ Able to solve the majority of requests remotely using problem solving and communication skills

+ Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the user as soon as possible; escalate incidents to next tier support team where necessary

+ Maintain neat and accurate inventory of newly ordered hardware, hardware needing repair, and hardware to be recycled

+ Initiates timely contact with vendors on warranty claims and services

+ Install, configure, and maintain desktop and laptop PCs and peripherals such as printers, and docking stations

+ Owner of the user account creation and termination process including Active Directory accounts, phone provisioning, voicemail provisioning, and account provisioning in certain sub-systems

+ Support Microsoft Office products and administration tasks in Office 365 (mailboxes, Distribution Groups, Shared Mailboxes, Multi Factor Authentication).

+ Diagnose and resolve software and hardware incidents, including operating systems (Windows, iOS, Android, and Mac) and across a range of software applications

+ Maintains a comprehensive knowledge of PC hardware installation, repair, testing, and troubleshooting

+ Installs, assembles, and configures computers, monitors, printers, and related hardware

+ Able to properly assign file and folder permissions (NTFS) per Presbyterian Homes standards of security

+ Promotes technology across the organization to enhance productivity, improve processes, and create efficiencies

Essential Skills:

+ Superior problem solving, communication and interpersonal skills, along with patience, and exceptional customer-service orientation

+ Willing to go the “extra-mile” to resolve issues

+ Ability to troubleshoot issues, identify solutions, and appropriately escalate issues

+ Able to translate technical information for a non-technical audience

+ Excellent organizational skills and ability to multitask in a dynamic and demanding environment

+ Understanding of Cybersecurity and how specific actions can increase or reduce our risk profile

+ Understanding of HIPAA as it relates to job duties

+ Strong internal drive to learn about technology and grow within and beyond a certain title or job description

Technical Skills:

+ Windows 10, iOS, Android, Active Directory, Exchange, Office 365 Suite, Outlook, Zoom, Teams, Mobile Device Management, Chrome, Internet Explorer, Citrix, VPN, DHCP, DNS, IP, Subnets, Group Policy, Adobe Reader, Desktop Imaging and Deployment

Education and Training:

+ Bachelor’s degree in Computer Science or related field from an accredited university; or Associates degree with equivalent work experience


+ 1-2 years’ previous work experience in a technical customer service role

+ Experience working in support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure

+ Windows 10 Desktop Support

+ Active Directory basic administration

+ SCCM imaging a plus

Physical and Other Requirements:

+ Moving about to accomplish tasks or moving from one part of a community to another (Constantly)

+ Moving self in different positions to accomplish tasks in various environments including tight and confined spaces (Occasionally)

+ Ascending or descending ladders (Occasionally)

+ Must be able to perform light to medium physical work including adjusting or moving objects up to 50 pounds (Occasionally)

+ Must have a reliable means of transportation and be able to travel between Presbytetrian Homes’ communities as needed (included mileage reimbursement)


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