Help Desk Administrator II
Chicago, IL

Job Description

Company Overview: Milhouse is a Chicago-based firm with 17 years of experience in the Aviation, Facilities, Gas, Power, Transportation, and Water/Wastewater sectors. Milhouse has experienced phenomenal growth evolving into a professional, full-service engineering and architectural consulting firm to provide Civil, Construction, Electrical, Mechanical, Environmental, Heavy Industry, and Structural engineering services along with Architectural services. With more than 200 professionals and offices in multiple locations across the country, Milhouse commits to delivering quality services on budget on schedule with integrity to clients in the federal, private and public sectors. Milhouse provides the highest level of total customer satisfaction by listening to, and responding to every client, and utilizing best business and technology practices. By developing and utilizing some of the industrys Best in Class talent, Milhouse has received numerous awards and recognitions, including being named one of the 2017 winners of the Chicagos 101 Best and Brightest Companies to Work For award for the 13th year in a row.

Job Summary:

The Help Desk Administrator will provide end user support on Milhouse supported computer applications and platforms while displaying a positive attitude. Responsible for acting as a liaison between customers and the IT department. Able to identify, research, and troubleshoot technical problems, while taking the appropriate actions to resolve the problem. Will respond to telephone calls, email, and personnel requests for technical support. The Help Desk Administrator documents, tracks and monitors problems to ensure a timely resolution. To do well in this role you need to be able to remain calm when customers are frustrated, maintain an empathetic and professional attitude at all times, and follow and politely reinforce IT standards and procedures. You also must be able to be logical and methodical in a fast, ever changing work environment.

Essential Duties & Responsibilities:

* Respond promptly to requests/inquires for technical assistance while communicating with customers through various channels;
* Encourages and builds positive relationships by proactively communicating and coordinating with all co-workers, outside customers, and vendors;
* Diagnose, troubleshoot, and resolve simple and complex issues efficiently and effectively;
* Log all help desk interactions and document resolutions;
* Consistently maintains, reviews, and prioritizes tickets and workloads in our Track-It! Web ticketing system;
* Knowing Milhouse infrastructure inside and out so that you can answer questions;
* Identify and escalate situations requiring urgent attention to the Systems Administrator and/or respective team member;
* Provide recommendations on company technology and process improvements;
* Perform hardware and software installations;
* Must stay current with system information changes and updates;
* Provide computer orientation to new company staff;
* Ensure customer satisfaction with professional customer support;
* Solid knowledge of desktop imaging and deployment tools
* Other duties as assigned.

Education and Experience:

* An Associates degree in Information Technology, MIS, or Computer Science;
* Knowledge of engineering/construction industry is a plus;
* Minimum 3 years experience in related field;
* Working knowledge of fundamental operations of enterprise software, hardware and other equipment;
* Excellent oral and written communication skills a must;
* Able to learn fast and support new software application;
* Ability to multi task while displaying a strong attention to detail;
* Able to work with or without direct supervision;
* Able to work in a team and independently.
* Experience working with customer support;
* Must possess solid analytical, problem solving, and interpersonal skills.

Work Availability:

* Must maintain regular and acceptable attendance;
* Must be regularly available and willing to work at least 8 hours per day, 40 hours per week or such other hours per day or hours per week as the employer determines are necessary or desirable to meet business needs
* Must be available and willing to work such weekends and holidays as the employer determines are necessary or desirable to meet business needs
* Travel to satellite offices as needed, Drivers License required.

For the thirteenth consecutive year, Milhouse Engineering & Construction, Inc. has been selected as Chicagos 101 Best & Brightest Companies to Work For.

Milhouse Engineering & Construction, Inc. is an Equal Opportunity Employer.