Help Desk Specialist I
The PrivateBank - Chicago, IL

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PrivateBancorp, Inc. through its subsidiaries, delivers customized business and personal financial services to middle-market companies, as well as business owners, executives, entrepreneurs and families in all of the markets and communities we serve. We provide a comprehensive benefit package including paid vacation and holidays, 401(k) with employer match, insurance and EAP. Please visit our web site www.theprivatebank.com to learn more about The PrivateBank and Trust Company and PrivateBancorp, Inc. listed on NASDAQ PVTB. Equal Opportunity Employer, m/f/d/v.

Responsibilities:

Under direct supervision, remotely responds to internal customer IT issues and initiates incident diagnosis, documentation, and troubleshooting. Typically resolves basic issues while referring more complex or physical “hands on” issues to the appropriate IT team. Position involves the use of available Help Desk documentation and Incident Management system. This position is staffed by beginners who have had sufficient educational background and/or experience.

Will be required to provide remote first level, technical support in a Windows environment to internal customer contacts via phone, email and voice mail in a prompt and professional manner.

Support will be provided via telephone, email and remote PC control functionality.

Gather appropriate data to accurately assess the nature and severity of the issue.

Thoroughly document all contacts and current issue status in the Help Desk Incident Management system.

Resolve or escalate all issues to the appropriate second level support group.

Provide regular communication of problem status or resolution to the customer.

Assist in maintaining current Help Desk documentation.

Provide remote after hours “On Call” first level IT support on a scheduled rotation.

Maintain a flexible schedule to ensure appropriate Help Desk coverage as well as availability for IT off hours project work.

Fulfill other administrative or support duties as assigned.

Qualifications:

Excellent organizational and communication skills.

Strong problem-solving ability.

Detail oriented, able to coordinate multiple issues concurrently.

Enjoy working in a constantly changing environment with varying tasks

Some software experience including the Windows operating system, document management and incident management systems.

Some relevant (IT/Customer Service) experience is helpful.

The PrivateBank - 13 months ago - save job - block
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