Desktop Support Specialist

$65,000 - $74,000/Yr

Goanimate - Chicago, IL

Full-time - Entry Level

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Desktop Support Specialist at GoAnimate Inc. is responsible for providing technical assistance and support to US-based employees for all computer systems, software, and hardware. This role requires strong troubleshooting skills and a customer service mindset, ensuring that employees receive timely and effective support for their technical issues.

Responsibilities

• Provide internal technical assistance and support to US-based employees for all computer systems, software, and hardware, including Mac- and PC-based systems.
• Open and assign trouble tickets to others for issues that can't be solved directly.
• Triage critical outages, resolve if possible, and implement urgent response communication protocols as needed.
• Accurately record information about each handled service request.
• Provide feedback on processes and make recommendations to improve the same.
• Maintain technical documentation on installation of software, configuration of hardware, and problem troubleshooting.
• Setup new user workstations.
• Provide onsite and remote support for end users.
• Repair and replace equipment as needed.
• Maintain records in asset inventory system.
• Undertake project tasks as required.
• Adhere to all company policies, procedures and business ethics codes.
• Other duties as assigned.

Requirements

• Proven experience as a help desk technician or other customer support role.
• Ability to organize and manage multiple priorities.
• Experience with SaaS products/web-based applications.
• Ability to troubleshoot and solve technical issues.
• Highly organized - ability to multi-task, prioritize, and manage time effectively.
• Experience with process improvement and conflict resolution.
• Proficiency with MacOS and Windows.
• JAMF experience a plus.
• High School diploma, GED, or equivalent.
• A+ certification preferred but not required.

Nice-to-haves

• Exceptional interpersonal communication skills.
• Exceptional written and verbal communication skills.
• A customer-service mindset with demonstrated ability to remain poised and calm when faced with difficult situations.
• Ability to use empathy, inquiry, courtesy, and a proactive, outcome-focused approach to solving issues, both verbally and in written communication.
• Reliable, responsible and consistent.
• Patient, helpful and a creative problem solver.
• Ability to work effectively as part of a team and independently.