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L1 – Desktop Support / Service Desk Specialist
Confirmed live in the last 24 hours
Chicago, IL, USA
Experience Level
Desired Skills
Customer Service
Operating Systems
  • Associates Degree in Computer Science or equivalent combination of education, experience and training that provides the required knowledge, skills, and abilities preferred
  • A+, Network+, Microsoft, VMWare certifications preferred, but not required
  • Minimum 1 year of technical support experience
  • Possess strong abilities in organizing, prioritizing and multitasking
  • Expected to be a team player who shares knowledge for collective growth
  • Able to communicate technical terms to non-technical stakeholders
  • Must have strong interpersonal, communication (written and oral), and customer service skills
  • Pays close attention to detail, displays flexibility, works independently and a demonstrated self-direction/self-starter
  • Display resourcefulness when solutions are not evident and takes initiative to address problems independently
  • Ability to manage multiple high priority initiatives in a fast paced highly technical environment
  • Strong knowledge of Microsoft Windows desktop operating systems
  • Strong diagnostic/ troubleshooting skills, must have an innate curiosity and interest in IT
  • Strong knowledge of the Microsoft Office suite
  • Working knowledge of TCP/IP protocol stack, and Wi-Fi
  • Working knowledge of DNS, and DHCP
  • Working knowledge of supporting pc's in a domain environment
  • Working knowledge of Office 365 cloud application suite
  • Working knowledge of desktop imaging, application deployment, and hard drive encryption
  • Working knowledge of active directory, domains and group policies
  • Windows server experience a plus
  • Provide technical assistance and support for reported issues related to computer systems, software, and hardware on a timely basis to meet department SLAs
  • Use all means possible to assist users including by phone, via email, in-person, or using remote support tools
  • Resolve issues related to desktops, laptops, virtual machines, smartphones, scanners, printers, and other peripherals used by employees
  • Install operating systems, applications, hardware drivers, and customize system settings following department standards
  • Analyze problems using troubleshooting skills and diagnostic tools to locate root cause of the problem and provide a permanent solution to the issue to prevent reoccurrence
  • Documents issue resolution to department knowledge base to reference in future incidents and contributes to the creation of self-help articles for employee access
  • Provide timely updates of all activity for assigned incidents including user contact attempts, and issue resolution details within incident management system; escalating incidents to other support teams where necessary
  • Participates in department or firmwide projects as instructed by IT Department management
  • Contributes to departmental productivity and development objectives by participating in training programs and team meetings
  • Interfaces with employees, supervisors, directors, and C-level executives employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner
  • Maintains excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
  • Participates in schedule as assigned to provide coverage
Interactive Brokers

1,001-5,000 employees

Multinational brokerage firm
Company Overview
IBKR is on a mission to transform how millions of people trade around the globe. The company operates the largest electronic trading platform in the US by number of daily active users.
  • Competitive Pay with discretionary bonus packages which include company stock grants
  • Comprehensive Health Plans that include extensive Vision, Dental and Prescription coverage
  • Daily Lunch Allowance
  • 401K Retirement Savings Plan (generous company match)
  • Wellness Incentives
  • Flexible Spending Accounts
  • Paid Personal Time and Sick Leave