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Service Desk Analyst (re-post)

Lake Forest, IL
Position Purpose:
Provides comprehensive computer and telephony support for all users within multiple facilities.  Works with the local Technology and Operations group to design telephony flow, program the Avaya phone switch and implement.  Boxed applications along with proprietary application suite support will also be provided with assistance from Corporate Information Technology staff. 
Key Job Activities:


1) Maintains data integrity, file system security, and backup for the local end-user environment.  Exercises judgment within defined procedures and practices to determine appropriate action.   
2)  Mentors junior team members including process and technical training  
3) Coordinates and assigns designated work tasks  
4) Develops desktop/laptop configuration and 1st/2nd level support.  
   Manages user support knowledge base process, templates, articles, and standards  
6) Researches and proposes solutions for undocumented issues  
7) Participates in weekly team meetings to review outstanding issues or to discuss new trends or projects.   
8) Performs other related duties as required or requested.
Scope of Work:
Contacts (Internal/External): Ongoing contact with Northbrook Technology and Operations and Corporate Information Systems to ensure all local end-users are able to perform their job functions properly.
Regular contact with telephone vendors as needed in the repair and replacement of equipment. 
Other: This position requires highly specialized knowledge of systems and software.  Customarily and regularly exercises discretion and independent judgment.  Makes decisions/recommendations regarding the replacement or servicing of equipment.  Designs and configures software or systems to be installed. 
Education equivalent to BA/BS degree or an AA/AS degree with two or more years of related experience, demonstrating excellent knowledge of application software design and Exchange 2003 or above administrative experience. 
Must possess a good balance of strong technical and business skills, as well as superior inner-personal skills. 
Technical skills required:
  1. Three or more years experience with Microsoft Office product support.
  2. Three or more years experience with Microsoft Outlook 2003 through 2010.
  3. Three or more years experience working with Microsoft Vista, Windows 7, or Windows 8 operating systems
Technical skills preferred:
  1. Microsoft Terminal Services
  2. Cobian software knowledge
  3. Phone switch experience
  4. Remote network access troubleshooting
Key Competencies (Non-technical Behavioral Skills)
Demonstrates the ability to ask questions and gather information in order to create customer requested reports.  Demonstrates the ability to identify problems and suggest possible causes and solutions. 
Demonstrates the ability to present ideas and information in a clear, concise, organized and diplomatic manner; listen to others to respond effectively to ideas and questions. 
Demonstrates the ability to identify and understand customer needs; takes appropriate actions to ensure customer needs are met and proactively searches of ways to increase customer satisfaction. 
Demonstrates the ability to function independently; resolve problems without direction.
Demonstrates the ability to identify problems as they occur; follow rules, guidelines, and procedures; apply past experience and processes to current assignments. 
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