Technical Support Analyst

Location: Chicago, IL

Department: IT

Type: Full Time

Min. Experience: Mid Level

The Technical Support Analyst is the first responder for all help desk related issues and requests. Responsibilities include; providing onsite and remote support to end users on a variety of issues, identifying, researching and resolving technical problems and responding to telephone calls, email and support tickets.  This position supports a wide variety of applications and assists in administrating the company’s Yealink telephony system. Due to the highly transactional nature of the business, it is required that this position be on site and prepared to handle requests no later than 8am CST each morning at the start of business.


  • Provides first-level contact and problem resolution for all hardware and software issues. 
  • Utilizes advanced troubleshooting skills and techniques to resolve issues in a timely manner. 
  • Provides accurate and timely logging of issues and resolutions in the Helpdesk system.
  • Acts as a liaison between customers and staff to ensure accurate problem interpretation.
  • Escalates problems as appropriate to senior level staff.
  • Maintains timely communication with customers and staff during the problem resolution process.
  • Administers phone system and coordinates with vendor for tier 3 issues requiring escalation.
  • Responsible for set up and deployment of new workstations, phones, tablets, printers, etc.
  • Assists in training / acclimating new users into the environment.
  • Reviews and updates Help Desk support documentation.
  • Builds and maintains in-depth knowledge of company supported applications and services.
  • Works with management to identify training opportunities that will improve employee, client and customer awareness and/or performance.
  • Other duties as assigned. 

Desired Skills

  • Thorough working knowledge of Microsoft products including but not limited to Windows 7&8, Microsoft Office 20xx
  • Understanding of Microsoft Active Directory, Microsoft Group Policies, DNS, DHCP, IP Networking, Server 2008r2, Server 2012 and Server 2012 Hyper-V
  • Experience with Microsoft WSUS
  • Experience with Kaspersky Security Suite
  • Mobile device setup & troubleshooting (iPhone, iPad, Android)
  • Basic understanding of Microsoft Exchange 2010 and Active Sync
  • Barracuda Networks Anti-Spam and Message Archiver.
  • Have used remote management software to (TeamViewer and Microsoft Remote Desktop)
  • A minimum of 2 years in an IT support role.
  • Bachelor’s degree desired or equivalent work experience.

Position Information/Perks

  • Competitive salary
  • Health, dental, and vision coverage
  • 401(k)
  • Located in Chicago walking distance to many local bars, restaurants, and more!
  • Company-sponsored events & intramural sports! 
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