Help Desk Technician

Smithbucklin, a 650-person, employee-owned professional services company with more than 70 years of success serving the association market, is looking for a Help Desk Associate to join our Corporate IT team in Chicago. Corporate IT at Smithbucklin is an invaluable resource that provides needed support for local office computing network operations and procedures. The Help Desk Associate will work within a team environment to support personal computers, peripheral equipment, network connections (LAN/WiFi) and provide support for users' software and hardware needs.

What You Will Do

• Complete work orders to include; performing installs, upgrades, moves and changes for computer workstation hardware and software, printers and other peripheral devices
• Act as initial contact for all internal and external customer technical support inquiries related to computer workstation hardware and software, telephone, network, operating system, printing and Internet access problems
• Duties include answering the Help Desk phone, email, chat or ticketing tool and documeting the request, providing first level corrective action and problem escalation to second level when necessary in a timely manner
• Troubleshoot, repair, maintain, install and perform testing activities on various computer equipment, peripherals, data communication and computer network systems
• Build and deploy laptops for new laptops or replacements systems for existing or new users using automated tools
• Manage inventory of IT equipment: PCs, phones, printers, monitors and other devices
• Meeting set-up and support to include video conferencing using Polycom, Conference Bridge and LCD projector set ups
• Create and improve department documentation (SOPs and Standards), knowledgebase articles and other FAQ resources on the Intranet\Support site to aid in problem resolution

This Role Might Be for You If…

• You have the ability to work in a fast-paced, team environment
• You possess strong written and verbal skills
• You demonstrate a positive customer service attitude coupled with the ability to manage multiple client engagements
• You are self-motivated and an adept problem-solving orientation

Basic Qualifications

• Bachelor’s degree from an accredited four-year institution (with a concentration in Computer Science or related technical degree preferred)
• 1-3 years of relevant professional experience in a support/helpdesk position
• Be available to work an 8am-5pm CST shift in our Chicago office on a hybrid schedule (Onsite 3+ days per week), with occasional after-hours and weekend support duties as needed.

Preferred Qualifications

• Certifications in Microsoft, Axelos (ITIL) or CompTIA certifications are a plus
• Foundational knowledge of Active Directory, Group Policy, PowerShell scripting, Apple macOS, Apple iOS and Android
• Foundational knowledge of PC imaging tools and process
• Strong knowledge of Microsoft Windows 10, Windows 11
• Strong knowledge of Office 365 suite (including OneDrive, Sharepoint)
• Strong understanding of web conferencing technologies including Microsoft Teams and Zoom
• Knowledge of Internet protocols (TCP/IP, SMTP, HTTP, etc.)
• Experience troubleshooting a wide range of problems (LAN, WAN, web, hardware, end user software, VPN, WiFi, etc.) is a plus
• Experience using Remote Support tools

Physical Requirements/Work Conditions:

• This position is Hybrid working environment (3+ days a week ONSITE)
• Must be also willing to work after hours and weekends as required
• This position is required to do a moderate to heavy level of physical work and lift over 30 pounds
• The employee is frequently required to walk, stoop, kneel, crouch, use ladders and to reach with using arms and hands, as required to deploy and maintain technology equipment

Where Do You Fit?

Whether you are just beginning your career or are a mid- or senior-level professional, working at Smithbucklin will offer you countless opportunities to develop transferrable skills, acquire meaningful knowledge and gain rich experiences at an accelerated pace. By working collaboratively with smart, ambitious, multi-talented, genuine and hardworking colleagues, you will build meaningful, deep and enduring relationships that will serve you well throughout your career, regardless of your chosen path. In addition, as a 100 percent employee-owned company, Smithbucklin offers all of our people – regardless of position or compensation – an equal chance to experience the fulfillment and reap the benefits of ownership. As owners, our employees control the destiny of Smithbucklin and are unified in the goal of building a great, enduring company.

Equal Employment Opportunity

At Smithbucklin, Equal Employment Opportunity is our commitment and goal. All qualified candidates will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, marital status or any other protected status designated by federal, state or local law. Applicants are encouraged to confidentially self-identify when applying. Employment is contingent upon successful completion of a reference and background investigation based on position.

Smithbucklin will not sponsor applicants for work visas and as a precondition of employment, you must be authorized to work in the United States permanently.