Job description

IT Help Desk Support Technician, Level 1

Job Title: IT Help Desk Support Technician

Department: IT

Reports to: VP/CISO

Job Type: Full-Time

FLSA status: {Non-Exempt}
ELCO’s Expectations For All Employees

As an ELCO employee you will be responsible for understanding, practicing, and promoting ELCO’s Purpose Statement.

ELCO will cultivate, nurture, and enhance long standing relationships with insurance professionals and policyholders by being a trusted partner providing tailored solutions to achieve financial goals.
Position Summary:

As a Helpdesk team member, you will support the users both remote and at the corporate office for issues with Cloud software, in-house applications, and hardware. You will maintain corporate IT equipment and solve for various IT problems as they arise. You will onboard ELCO team members by setting up the required IT equipment, system software, systems accesses and security protocols.

Using your experience, you will provide guidance and assistance to all ELCO team members with IT Security, IT corporate policies and best practice to maintain a secure environment.

You will assist network team members with maintaining corporate network devices as needed.

Job Responsibilities:

• Install hardware and peripheral components such as monitors, keyboards, printers, scanners on user computers.
• Load appropriate software packages such as operating systems, networking components and office applications.
• Assist team members in the use of existing programs to meet company and departmental requirements.
• Create, and maintain user documentation for IT related systems, applications & policies.
• Work with the network services and information systems teams.
• Communicate updates, status and completion information to manager and/or users, via voice mail, e-mail or in-person communication.
• Elevate outage events immediately to Level 2 techs and the MSP for resolution.
• Setup access for users to the corporate systems and provide initial training and use.
• MS365 Administration
• Verify nightly back-ups and updates to disaster recovery solutions
• Assist in research and procurement of computer accessories and supplies
• Performs other duties as assigned.

Success Factors:

• Adaptability—the individual adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events.
• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.
• Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.
• Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.
• Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Quality management—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.
• Safety and security—the individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly

Qualifications:

• Associate degree (or the equivalent)
• 1-2yrs of Helpdesk relevant experience.
• A+ Certification
• Customer service skills – working with inhouse and remote workers
• Windows 10 & 11
• Experience with the repair of laptop and desktop hardware
• VOIP Cloud platforms
• Security access systems
• Ability to multitask and prioritize is essential
• High motivation and the ability to work well both independently and in a team environment.
• Experience in supporting Microsoft on-premises & cloud environments
• Understanding Support methodologies and tools
• Ability to diagnose technical issues and to match resources accordingly
• Microsoft, CompTIA, ITIL, & Cisco certifications helpful

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*Physical demands: Constant use of both hands, arms reaching handling/ grasping/fingering while keyboarding, using phone, calculator, and other office equipment, writing instructions, filing and performing other administrative duties. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

*Work Environment: The noise level in the work environment is usually minimal.

Benefits:

• Competitive Pay
• Company contributions towards employee and dependent health, dental and life insurance plans
• Paid Time Off
• 401K Contribution
• Tuition Assistance

Job Type: Full-time

Pay: $21.00 - $23.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Lake Bluff, IL 60044: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• To proceed with the interview process, these assessments must be completed, https://www.ondemandassessment.com/link/index/JB-RVYLLE4D7?u=1104524 .

Experience:

• Help desk: 2 years (Preferred)

Work Location: Hybrid remote in Lake Bluff, IL 60044

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