Senior Service Desk Analyst

Information Technology
Posted: 12/06/2019
Full Time
Chicago, IL
The Senior Service Desk Analyst's primary responsibility is to provide support to the end user community at CIM Group and serve in a senior-level role within the Service Desk group.  The position also assists with infrastructure support tasks, performing problem management, leading and contributing to projects, and working with other senior members of the group to implement or upgrade platforms. If you are a Service Desk Analyst looking for a great and challenging place to work, this opportunity is for you.

  • Respond to Service Desk tickets via email, phone, and in person
  • Respond to and resolve technical requests from users.
  • Investigate, diagnose, and resolve technical issues
  • Perform trend analysis to identify problems
  • Provide Mobile Device Support (iPhone, android, blackberry)
  • Configure, and maintain small office network equipment
  • Centralized Desktop deployment
  • Create and present small group presentations and training to end users on hardware/software applications
  • Purchase and invoice for technology items
  • Assist with Asset management/inventory management
  • Software implementation using group policy
  • Assist with Windows Server installation & configuration
  • Assist with Router configuration, PRIs, and analog lines
  • Assist in administrative tasks with SharePoint, VMWare servers
  • Stay current on latest industry trends, technology, and platforms
  • Ability to lift/carry/push/pull up to 50 lbs. of equipment.
  • Ability to walk or stand for extended periods of time
  • Ability to crawl under desks to remove and install PC hardware and perform cable management duties
  • Ability to work nights and weekends participate in on call rotation.
  • Must be detail oriented
  • Some travel is required to remote sites 
  • EDUCATION/EXPERIENCE REQUIREMENTS: (including certification, licenses, etc.)
  • Bachelor’s Degree, in any discipline
  • Minimum five years’ experience in a support/technical role
  • IT Certifications a Plus (Microsoft, Apple, ITIL, PMI)
  • Expert-level knowledge of Microsoft Desktop Operating systems
  • Expert-level knowledge of supporting Microsoft Office software
  • Proficient-level knowledge of network fundamentals (IP, gateway, DNS, routing)
  • Proficient-level knowledge of Microsoft Server operating systems
  • Proficient-level knowledge of Exchange ActiveSync
  • Proficient-level knowledge with Cisco routers, firewalls, IOS
  • Proficient-level knowledge with virtualization technology is helpful (VMWare, Citrix, HyperV)
  • Working knowledge of various email systems & protocols (Exchange, IMAP)
  • Working knowledge of Active Directory
  • CIM does not accept unsolicited resumes from Agencies.  Any unsolicited resumes received from Agencies will be considered property of CIM and no fees will be due or paid.  If you wish to become an approved Agency with CIM or any of its Affiliates, please contact a member of the CIM Talent Acquisition Team.