Senior Help Desk Specialist

Technology Engineering - Chicago, IL - Full Time

The Senior Help Desk Specialist is an integral part of the Help Desk team, which is responsible for the management, maintenance, and repair of all employee technology assets, including PC’s, software, peripherals, and other technology related systems to ensure a best-in-class experience. The Senior Help Desk Specialist supports a world-class support experience through implementing recognized industry best practices, along with emerging industry practices. The ability to assess, troubleshoot, and resolve technical issues while interacting with employees, managers, and local Technology Engineering staff is essential for success in this position.


  • Efficiently and effectively, respond to online requests, telephone calls, and emails requests for technical support
  • Document, track, and monitor the problem using applicable systems and tools
  • Coordinate and accommodate a variety of priorities in a fast-paced environment
  • Perform minor repairs to hardware, software, and peripheral equipment.
  • Troubleshoot and resolve technical issues and escalate to the Technology Engineering team when warranted
  • Demonstrate a hands-on, high energy work ethic and champion a team player attitude
  • Participate in team collaboration through idea-sharing and brainstorming sessions
  • Ability to follow a well-focused work plan that results in measurable success.
  • Coordinate with other teams or specialists to resolve an issue.
  • Responsible for the resolution of escalated issues of higher difficulty
  • Train, coach, or assist less experienced team members


  • Bachelor’s degree in Management Information Systems, Information Technology, or a related field preferred
  • 3-5+ years of desktop and employee support experience in an enterprise environment
  • Strong knowledge of Microsoft desktop (Windows WIN7/10) and basic knowledge of server systems, MS Exchange/Office 365/Outlook, Active Directory, remote desktop, and MS Office 2013/2017
  • Solid understanding of networking basics, such as TCP/IP, DNS, DHCP, routing, VLAN, VPN, and Wireless networks
  • Knowledge of Apple products preferred
  • Provide excellent customer service
  • Excellent communication skills, both verbal and written
  • Detail oriented and self-motivated
  • Excellent organizational skills
  • Ability to manipulate (lift, carry, move) light to medium weights of 10-50 pounds
Apply: Senior Help Desk Specialist
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