IT Support
American Cybersystems, Inc.

IT Helpdesk Technician - Onsite Rock Island IL

• This job is 100% onsite in Rock Island. Local candidates are required.
• This is a 6 month contract, that could possibly turn into a permanent fulltime role
• Target pay is $28-32/hour w2, with a $1500 completion bonus at the end of the 6 month contract
• Job requires successful completion of a background check.
• Backgrounds with solid experience of these key areas: Networking Systems, Server operations, Computer installations, builds, repair and troubleshooting, & Data Coordination highly preferred.

The Help Desk Technician I the first line of contact for clients experiencing issues with installation, configuration, operation and management of Enterprise Services. They are the "face of the business" and must be passionate about helping our clients solve problems with a sense of urgency. A successful candidate will have excellent customer service skills as well as good analytic, critical thinking and troubleshooting skills.
Essential Duties and Responsibilities

• Understands customer support, likes to work with people and can ensure that the customer is satisfied. Continually improve customer service, perception and satisfaction.
• Manages all incidents and requests and communicates with clients to ensure that work is completed to their satisfaction. Exceed SLA guarantees with MSP clients.
• Strong Team Player, excellent communication skills, builds strong relationships with co-workers by working across organizational boundaries to resolve customer incidents and requests.
• Identifies, evaluates, promotes, and implements customer support best practices.
• Assist co-workers and other teams as available
• Address and resolve basic and complex incidents and requests; enter quality information into tickets and appropriately capture data; complete follow-up and follow-through on all tickets.
• Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures.
• Troubleshoots in a high level systematic way. Ability to identify symptoms and research causes.
• Effectively balances high volume productivity demands against ability to provide analytical troubleshooting and problem resolution.
• Uses creativity and innovation to automate and streamline processes and procedures. Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.
• Remotely assist clients with support needs
• Ability to troubleshoot and remove Virus and Malware issues
• Ability to configure and troubleshoot Network printers
• Has strong knowledge of desktop applications and Microsoft based operating systems with emphasis on Windows 7 and 10, the Office suite, and O365.
• Understands file and share permissions, drive mappings, and offline files
• Understands basic Networking principles, including network troubleshooting for connectivity issues, wireless, DHCP, DNS, and command line tools.
• Understands Active Directory user and email management: reset password, unlock account, creating mailboxes and user accounts, group policy, security and distribution groups, and spam troubleshooting.
• Ability to recovery data and email
• Ability to troubleshoot and configure basic computer issues, device encryption, Internet browser
• Understands smartphone and hotspot support
• Understands virtual environment concepts

Qualifications

• MCP certification in desktop Operating System software required within the first six months of employment.
• HDI, MCP, ITIL, CompTIA certifications, a plus
• Two year degree or minimum of 1 year of IT support and Customer Service experience in a professional services environment preferably
• Experience of working with ticketing systems.
• Typing skills to ensure quick and accurate entry of service request details
• Verbal and Written skills to probe, coach, interpret, and communicate technical info
• Ability and willingness to quickly learn new skills
• Highly responsible, self-motivated/drive, flexible, and able to work with minimal supervision
• Excellent organizational and follow up skills
• Maintain a positive attitude
• Ethical, fair and of high integrity

PAY RANGE AND BENEFITS:
Pay Range- $28-32/hour range Benefits: Innova Solutions offers benefits( based on eligibility) that include the following: Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal & ID theft protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).
Website: https://www.innovasolutions.com/ is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion or belief, national origin, citizenship, social or ethnic origin, sex, age, physical or mental disability, veteran status, marital status, domestic partner status, sexual orientation, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at hr@innovasolutions.com or (770) 493-5588. Please indicate the specifics of the assistance needed. Innova Solutions encourages all interested and qualified candidates to apply for employment opportunities. Innova Solutions (HireGenics/Volt) does not discriminate against applicants based on citizenship status, immigration status, or national origin, in accordance with 8 U.S.C. § 1324b.
The company will consider for employment qualified applicants with arrest and conviction records in a manner that complies with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, and other applicable laws.ABOUT INNOVA SOLUTIONS:Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs approximately 50,000 professionals worldwide and reports an annual revenue approaching $3 Billion. Through our global delivery centers across North America, Asia, and Europe, we deliver strategic technology and business transformation solutions to our clients, enabling them to operate as leaders within their fields.

---