This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/11828486 By joining our team,
you\'ll be part of our life-changing Mission and Vision. You\'ll work in
a truly inclusive environment where diversity and equity are championed
through words and actions. You\'ll contribute to an innovative culture
that is second to none, one that embraces curiosity, discovery and
compassion. You\'ll play a role in something that\'s never been done
before as we integrate science and clinical care to help patients
achieve better, faster outcomes - as we Advance Human Ability, together.
Job Description Summary
Equipped with advanced IT technical knowledge, a client-focused
skillset, and Tier III level of IT Operations experience, the Help Desk
Specialist III professional will play a vital role in the Help Desk team
ensuring the delivery of high-quality and high-efficiency technical
support to all levels of users throughout SRAlab. A high degree of
initiative and technical knowledge, ownership, ability to resolve
complex technical problems, commitment to quality customer service,
ongoing and continuous improvements, professional demeanor, and teamwork
must be demonstrated in this role.
The Help Desk Specialist III will consistently demonstrate support of
the Shirley Ryan AbilityLab statement of Vision, Mission and Core Values
by striving for excellence, contributing to the team efforts and showing
respect and compassion
for patients and their families, fellow employees, and all others with
whom there is contact with in the interest of the institute.
The Help Desk Specialist III will demonstrate Shirley Ryan AbilityLab
Core Attributes: Communication, Accountability,
Flexibility/Adaptability, Judgment/Problem Solving, Customer Service and
Core Values (Hope, Compassion, Discovery, Collaboration, and Commitment
to Excellence) while fulfilling job duties.
Job Description
The Help Desk Specialist III:
- Serves as the expert level/Tier III point of escalation and a go-to
person for the Help Desk team members in incidents, problems, and
service resolutions.
- Effectively utilizes Information Technology Service Management
(ITSM) system for service request information gathering, user
service-related communication, service escalation, work queue
processing, knowledge base building, etc.
- Assesses and analyzes incoming requests and collaborates with
support Tier 1 and Tier 2 technicians to determine the appropriate
course of action to deliver an effective resolution.
- Addresses IT requests with precision and promptness while analyzing
patterns to determine and address root causes.
- Efficiently manages and executes service requests while
collaborating with other teams and analysts to ensure timely service
delivery and user satisfaction.
- Implements a structured problem response process, logging, assigning
priority, and ensuring timely resolution.
- Recommends system and process modifications to reduce user problems
and improve customer service.
- Mentors Tier 1 and Tier 2 helpdesk staff by sharing knowledge and
technical know-how and developing an upto-date repository of IT
knowledge base articles, \"how to\" documents, and solutions.
- Contributes to customer support improvement by actively responding
to queries, emails, and calls while also handling complaints.
- Provides advanced-level end-user support via remote support tools,
over the phone in an automatic call distribution (ACD) Help Desk
environment, or in person.
- Works closely with IS Operations Manager and participates in regular
reviews and feedback sessions, ensuring services consistently meet
or exceed expectations.
- Continues to learn new technologies and systems implemented within
the environment and becomes prof cient in their use and support.
- Performs all other duties that may be assigned in the best interest
of the Shirley Ryan AbilityLab.
Reporting Relationships
- Reports directly to IS Operations Manager
Knowledge, Skills & Abilities Required
Requires advanced knowledge of computer technology and information
management concepts typically acquired through completion of a
bachelor\'s degree in computer science, Information Systems or other
closely related field.
A minimum of 5-7 years of experience in IT Operations Help Desk role
supporting a corporate environment and systems, hardware, software, with
at least 3 years at a Tier III level.
Proven experience utilizing Information Technology Service Management
(ITSM) system for users support and service lifecycle management.
Hands-on experience and advanced knowledge of a multitude of current IT
systems, technologies, hardware, applications, IT security, e.g.,
laptops/desktops/tablets/peripherals, Active Directory, Microsoft Azure,
Microsoft 365 environment, Windows/Mac/Linux OS, MS Office products,
Two-Factor Authentication (2FA), security tools /systems, Citrix,
network communication protocols, etc.
High-level attention to detail, exceptional written and verbal
communication skills, strong analytical, problem solving, and
decision-making skil