IT Helpdesk - Client Support Analyst

• Respond to helpdesk calls and service tickets in a prompt, friendly and solution-oriented manner
• Maintain accurate and useful documentation in our support tools
• Image and deploy new computers and associated hardware as needed
• Monitor and respond to antivirus and malware protection notifications and respond quickly and effectively to possible outbreaks
• Escalate issues to senior helpdesk or network team members when appropriate
• Perform special projects as directed by manager, * Report to the Waident office in Naperville 3 days per week/WFH 2 days.
• Travel to the other Waident offices or client locations in the Chicagoland area is required as needed
• Work as a part of a team with peers and escalations to help when needed
• Work-life balance is foundational to our culture. We actively manage workloads to minimize after-hours work outside of scheduled on-call rotation

Reports To: Director of Service Delivery

Overview: We are looking for a Client Support Analyst with hands-on experience supporting business users in a Windows environment. This role is ideal for someone with 2+ years of experience (MSP experience a plus) who enjoys troubleshooting a wide range of technical issues and wants to continue building their skills in a collaborative environment that values shared knowledge and clear escalation over sink-or-swim support., Hands-on experience and proven troubleshooting skills with the following:

• End-user hardware (including computers and smartphones), operating system, and software-related problems with Microsoft Windows, Office, and other business applications
• Network and server access problems for end users, * Technology degree or equivalent combination of education and experience
• Proven success working with computer technology in a business environment

Skills Required:

• Strong computer literacy including expertise in using and troubleshooting issues for Microsoft Windows and Microsoft Office Suite
• A proven aptitude for learning new technology and software
• Proven experience of multitasking in a fast-paced environment
• Professional demeanor with a strong work ethic and focus on the customer experience
• Ability to take direction and collaborate well within a team environment
• Good communication skills, both written (email) and verbal (telephone and in person)
• Ability to be proactive and establish ownership of special projects
• WAN, VLAN, firewall, and VPN knowledge is a plus

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * Normal hours of work will be between 9:00 am - 6:00 pm Monday through Friday; Waident’s standard support hours are 7:00 am - 7:00 pm
• Hours may vary and occasionally will require evening and weekend work as directed by the company needs
• Team member will be required to perform helpdesk on-call rotational support in evenings and on weekends approximately one week every 6 weeks, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance