Helpdesk Analyst III
Chicago, IL

Job Description

Job Profile Summary

CAI is seeking an experience HelpDesk Analyst to join our Chicago office. This person will service our public sector client. This is a long-term role working onsite in our downtown office.

Duties & Responsibilities

* Work with a team of application specialists to support our client's enterprise applications
* Respond to customer support requests via the team's phone queue
* Investigate and resolve support requests within Service Level Agreement time frames
* Assess and triage production issues
* Escalate issues to management, as appropriate
* Interact daily with the team lead and other teammates
* Using Computer Aid's metric based support methodology and tools, perform analysis to identify and resolve recurring issues. Promote first call resolution
* Rapidly learn new applications and technologies as new systems are added to CAI's scope
* Organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously manage multiple priorities to ensure goals are met in a timely manner
* Thrive in a culture of constant professional improvement and growth, perpetuating hard work, self-leadership, and empowerment
* Exhibit professionalism and commitment towards all individuals that you support

Qualifications Skills Required

* Proficient with Microsoft Office Suites, 2007 or 2010
* Computers/laptops, troubleshooting and help desk calls are essential functions of the position
* Remote site and desktop support
* Proven helpdesk support experience
* Requires 7+ years of relevant user support experience
* Must have a strong customer service orientation
* Must possess excellent analytical, organizational, and communication skills

Physical Demands

* Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards
* Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
* Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

If you are interested in this position, please apply using the "Apply " option. If you have questions, or would like to speak with a Recruiter directly, send an email to the contact person below and note the job identification number in the subject line.

Gail Rolls

Recruiting Manager

610-530-5054

Gail.Rolls@cai.io

www.cai.io