Helpdesk Technician

Acero Schools - Chicago, IL

Full-time - Entry Level

Chicago, IL

About the position

The HelpDesk Technician at Acero Schools serves as the first point of contact for technical support, providing exceptional customer service to staff. This role involves resolving common technology issues, refurbishing equipment, and managing service requests through IT service management software. The technician will work closely with the Director of Information Technology and the Helpdesk Supervisor to prioritize and escalate incidents as necessary, ensuring efficient resolution and communication with stakeholders.

Responsibilities

• Resolve common issues with end-user technology, including laptops, desktops, tablets, mobility devices, A/V equipment, and printers.
• Refurbish and repair end-user technology and identify resources required to return equipment to service.
• Actively monitor IT service management software to identify technology incidents and respond to service requests in a timely manner.
• Identify incidents requiring expedited resolution and escalate to Helpdesk Supervisor when necessary.
• Accept direction from the Director of Information Technology to prioritize incidents and projects.
• Record accurate and complete documentation of incident resolutions within IT service management software system.
• Maintain accurate documentation of end-user technology equipment within IT asset management software system.
• Communicate incident resolutions to requesters and stakeholders.
• Understand and implement procedures for new equipment deployment and inventory equipment redeployment.
• Perform other duties, responsibilities, and special projects as assigned.

Requirements

• Associate's Degree (required); Bachelor's degree (preferred).
• A+ and Network + certifications (preferred).
• Minimum one year of experience working in helpdesk field or related work (preferred).
• Excellent customer service skills.
• Excellent interpersonal skills.
• Excellent problem-solving skills.
• Possess complete integrity and a high sense of personal and professional ethics.
• Valid driver's license and reliable access to own transportation to travel to different locations (required).
• Must be authorized to work in the United States (required).

Nice-to-haves

• Experience in software deployment.