Help Desk Specialist

Who We Are:
At Amsive, our people are our first priority. We’re a full-service performance marketing agency offering services across the entire direct and digital marketing landscape. We have been a leader in print production for over 40 years. Our team brings innovative marketing materials to life through world-class print production and operations management.
We invest in you with on-the-job training, competitive benefits, paid holidays, paid time off, and career advancement opportunities across our agency. Amsive cares about the results of our work and team-wide collaboration. We foster big ideas with printing facilities that are temperature controlled, bright, and clean.
Join a team that takes pride in its work, knowing that results matter as we boldly advance the future of print marketing together. Explore our culture.
 

**This is an ONSITE role located at 605 Territorial Dr Bolingbrook, IL 60440**

What we are looking for:
The Help Desk Specialist will be responsible for providing technical support to clients experiencing computer hardware and software issues. They will respond to queries, isolate problems, troubleshoot issues, and implement solutions. The ideal candidate will have a proven track record of providing excellent customer service and technical support. The Help Desk Specialist will play a crucial role in maintaining high levels of customer satisfaction and contributing to the overall efficiency of the organization.
What you will be doing:
 

• Providing first level contact and resolutions to customer issues.
• Properly escalating unresolved queries to the next level of support.
• Tracking, routing, and redirecting problems to correct resources.
• Walking customers through a problem-solving process.
• Following up with customers, providing feedback and seeing problems through to resolution.
• Utilizing excellent customer service skills and exceeding customers’ expectations.
• Ensuring proper recording, documentation, and closure.
• Recommending procedure modifications or improvements.
• Preserving and growing your knowledge of help desk procedures, products, and services.
• Participation in after-hours and weekend support.

Who you are:
 

• 2-4 years of proven working experience in providing Help Desk support, Network Administration, or an Information Technology role.
• Associates degree in Information Technology, Computer Science, or similar field.
• CCNA (Cisco Certified Network Administrator), VCP (VMware Certified Professional), MCP (Microsoft Certified Professional), or equivalent work experience.
• Knowledge of Windows and Apple operating systems.
• Working knowledge of help desk software, databases, and network issues.
• Strong client-facing communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Customer service-oriented mindset.
• Demonstrates strong attention to detail.
• Proficiency in English.
• Familiarity with ticketing systems and remote support tools.
• Basic knowledge of ITIL practices is a plus.
• Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), or similar are advantageous.

Work Environment: Work in office environment as a member of the Information Technology team. Interaction and support across all locations.
Physical Demands: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, and copiers.
Security Clearance: Amsive is a Federal Contractor, and this position may require government security clearance.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
If you need any assistance seeking a job opportunity at Amsive, or if you need reasonable accommodation with the application process, please call (331) 318-7800.
Amsive is proud to be an Equal Opportunity Employer. We are committed to building a supportive and inclusive environment for all employees. It is Amsive’s continuing policy to provide equal employment opportunity and not to discriminate on the basis of race, color, religion, pregnancy or childbirth, marital status, national origin, ancestry or citizenship status, age, disability, sex, sexual orientation, gender identity, veteran status or any other characteristic protected by applicable federal, state or local laws. This policy applies to all aspects of employment, including (but not limited to) application for employment, recruiting, hiring, compensation, benefits, promotions and transfers, training, layoffs, rehires, termination of employment and all other terms and conditions of employment.
As part of the Company's equal employment opportunity policy, Amsive will also take affirmative action as called for by applicable laws and Executive Orders to ensure that minority group individuals, females, disabled veterans, recently separated veterans, other protected veterans, Armed Forces service medal veterans, and qualified disabled persons are introduced into our workforce and considered for promotional opportunities.