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User Support Analyst II

Carol Stream, IL
Our client is seeking a User Support Analyst to provide Customer Support related to computer hardware, software and systems. Under general supervision, requires the use of the IT Request System, phone and face-to-face contact, and analysis to bring customer problems to resolution.

Essential Functions:
  1. Respond to assigned help desk tickets and provide solutions for reported customer problems. Escalate issues to more senior IT staff when problem is beyond their level of expertise or area of responsibility. Follow instructions and pre-established guidelines to perform job functions.
  2. Document the details related to a problem and resolution in the IT Request System.
  3. Participate on team projects, complete tasks and ensure they are completed on time and to specifications.
  4. Responsible for configuration and deployment of computer refresh at local site.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Education and Experience:
  • Bachelor’s Degree.
  • 2 to 3+ years IT experience.
  • Knowledge and expertise in business processes, Service Level Agreements, SOPs, and policies.
  • Some IT technical training or IT certification.

Required Skills and Abilities:
  • Excellent communication skills, both written and verbal, strong organizational skills, and the ability to interface effectively with all levels of the organization.
  • Ability to speak read and write English.
  • Ability to handle multiple priorities.
  • MS Office expertise.
  • Strong Attention to Detail.
  • Ability to maintain a strict standard of confidentiality in handling Company sensitive information, reports, and correspondence.

Preferred Education and Experience:
  • 2 years of technical experience in the IT Help Desk Support.
  • Experience in providing one-on-one training.



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