Job details
Job type full-time
Full job description
We are demand science: a global organization that never stops innovating in our mission to provide the healthiest and most predictive global b2b data and intelligence for our customersOur clients include sales and marketing professionals at huge global companies like google, microsoft, ibm, amazon web services, and salesforceExcellent execution is in our dnaWe provide innovative ai analytics merged with enriched data to identify your next in-market prospects and customers at scale.
In 2021, demand science announced its inclusion in the inc5000 list as one of the fastest-growing private companies in americaWe were also named a “2021 best places to work” company by the boston business journalWe love what we do and are looking for interesting, independent thinkers and doers who can help continue to shape the culture of our forward-looking company.
It service desk technician – demand science (geneva, il)
We are seeking an experienced, professional, committed service desk technician to serve as the main it desktop support technician for our chicago-area officeThe ideal desktop support/help desk technician stepping into this role will provide exemplary support to our employees, understanding that this role will require varied hours, working under minimal supervisionThe it service desk technician will receive calls and inquiries, provide support in accordance with established processes, and will document incidents/events and note all remediesThe ideal it service desk tech will also manage the service desk calls/chats/emails and respond deskside as neededManagement and resolving ticket escalation issues, providing support to end users on a variety of issues, and creating tickets are several other responsibilities had in this role.
The ideal candidate will come into this position with knowledge/experience using a service desk ticketing system (sysaid, salesforce preferred) and experience starting/building out an office (settings may vary)The best candidate for the position is excited about service and it support, who is used to providing prompt responses to questions from employees, with a knack for troubleshooting, diagnosing, and resolving problems related to operating systems, hardware, and software.
“what you’ll do”
Provide first-level and second-level contact and convey resolutions to end users’ issues.
Properly escalate unresolved queries to the next level of support.
Track, route, and redirect problems to correct resources.
Walk on-site users and remote users through the problem-solving process.
Follow up with users, provide feedback and see problems through to resolution.
Utilize excellent customer service skills and exceed customers’ expectations.
Ensure proper recording, documentation, and closure of all issues.
Recommended procedure modifications or improvements.
Preserve and grow your knowledge of service desk procedures, products, and services.
Help the service desk manager and director of it plan, develop, and implement upgrades, hardware replacement, telecommunications, and basic network infrastructure.
This includes installing, configuring, maintaining, supporting, and optimizing all communication systems, networks, and video conferencing environments.
Help the network team analyze and resolve basic network issues, in a timely and accurate fashion, and support user needs where required.
Solid knowledge of service desk procedures.
Required qualifications:
Sound understanding of computer systems, networks, security, and telecommunications.
Fundamental understanding of microsoft 365 zoom and other business applications.
Strong interpersonal, communication, and leadership skills.
Knowledge of carriers and ip circuit management.
This includes sd-wan, mpls, centrex, and ethernet-based internet circuits.
Knowledge of cat 5/6 wiring and fiber optic cabling standards and uses.
Familiar with iphone & android os (various phones and tablets), which includes configuring email for exchange, migrating users’ data and applications to new phones, and interfacing with mobile carriers for prompt issue resolution.
Customer service orientation, strong customer service skills.
Ability to manage and prioritize tasks and projects.
Excellent analytical and problem-solving skills.
Team oriented.
Service-based focused with exceptional people and leadership skills.
In-depth knowledge of escalation, incident management, or other disciplines related to service delivery.
Proven working experience in providing service desk support.
Working knowledge of service desk software, databases, and remote control.
Strong end user-facing and communication skills
Troubleshooting and multi-tasking skills.
Some expertise with active directory, dhcp, dns, tcp/ip, and other network protocolsNetwork computer systems and pc softwareSome mac experience.
Excellent documentation skills.
Excellent written and communication skills.
Education, experience, and licensing requirements:
Experience in information technology, information systems, computer science, or related field.
Experience as the sole it service desk tech on location.
5+ years of service desk experience and being part of an it global support team.
Itil v3 and/or 4 certifications preferred.
Please share any other certs...
The good stuff!
We embrace diversity and inclusion and encourage everyone in demand science to bring their authentic, fun selves to work every dayWe offer a variety of social programs and family-friendly benefits too! check this out!
We provide a retirement plan with an employer match
We also provide medical, dental, and vision plans
Flexible spending, dependent care, and health savings accounts
We provide life insurance – short and long term/ accident / critical illness insurance
Pet insurance too!
There’s also a health and wellness program
Flexible remote work option? you bet!
Want to take a vacation? you’ll have paid time off
Paid birthday leave? why not? have a party!
Peer-appreciation program – because affirmations are lovely but so is a reward!
Demand science is proud to be an equal opportunity workplaceAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
