Helpdesk Technician I

Company Overview:

At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry. The first step in this process is hiring great employees! Our innovation teams are the most committed, highly experienced artisans in the business. We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers. For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry. Join us and let's Imagine a better way together.

Job Summary:

The Help Desk Technician I will act as the primary support representative in logging and responding to customer and internal user service requests. Supports troubleshooting with other staff to solve more difficult technical issues. Position requires hands-on and remote experience supporting MS Office, Exchange, and Outlook, as well as custom software and other technologies.

This is an onsite position - Monday through Friday at our Grayslake facility.

Job Description:

• Respond and use diagnostic tools/techniques to identify and resolve technical problems submitted via helpdesk tickets, phone calls, and emails from end-users. Escalate complex tickets to next level support.

• Document and maintain computer inventory

• Provide customer service and support to employees with software and hardware issues for both Windows and Apple systems.

• Active Directory – Create accounts, alter permissions.

• Manage Office 365 Email Accounts and Distribution Groups

• Troubleshoot LAN and WAN and VPN connections

• Follow Standard Operating Procedures as assigned.

• Assist with setup, configuration, and maintenance of computer systems, software and peripherals on both Windows and Apple systems.

• Assist in the deployment of new hardware and software and ensure all IT equipment is functioning properly and is up to date.

• Assist with all company meetings using AV equipment – microphones, speakers, video camera, sound board.

• Assist with printers.

• Assist with telephone system.

• Familiarity with Microsoft Outlook, Teams, Word, Excel and PowerPoint.

• Ability to participate in an on-call schedule.

SUPERVISORY RESPONSIBILITIES

• None