The Service Desk Technician will serve as the first contact within the Service Desk to resolve frontline issues for internal customers. This position will serve as the go-to resource for desk-side troubleshooting, technical support, workstation support, and system set-up. Internal users of our systems will look to you for various issue resolutions, including email and desktop software support, printer troubleshooting, and network connectivity issues. The Service Desk Technician will also have basic interaction with vendors and may be involved to start the troubleshooting process externally.

Essential Functions:

• Works within established troubleshooting guides and knowledge base to resolve tickets in a timely manner and provide responsive resolutions for support tickets.
• Collects additional details and provides basic troubleshooting steps per documentation.
• Display ability to troubleshoot known issues with minimal guidance.
• Engage various teams throughout the organization with a service mindset, focusing on ensure the end-user satisfaction.
• Escalates any issues that he/she is unable to resolve within reasonable time, or due to lack of knowledge, access or understanding of the issue to Tier II or Tier II Technicians.
• Handles administrative IT projects not requiring knowledge of infrastructure. Assists senior technicians with projects and tickets as assigned.
• Take an analytical approach to troubleshooting hardware, software, and network issue. 
• Manages imaging and configuring computers with training. 
• Ability to work with a degree of independence within provided guidelines and documentation process.
• Research issues and eliminate irrelevance, with guidance from Senior Technicians.
• Provide continuous communication to the team of problems and issues to ensure the quality user experience.

Education and/or Experience:

• A high school diploma/GED equivalent.
• 3+ years Customer Service experience, preferably with 1+ year training experience.

Why Arrive?

• Take advantage of excellent benefits, including health, dental, vision, and life coverage.
• Invest in your future with our matching 401K program.
• Enjoy the flexibility of a hybrid work-from-home schedule based on position and tenure. 
• Build relationships and take part in learning opportunities through our Employee Resource Groups.
• Get recognized through our employee rewards program.
• Leave the suit and tie at home; our dress code is casual.
• Eat for free on Fridays…lunch is on Arrive! Snack and lunch options are also available daily.
• Work in the heart of downtown Chicago, IL!
• Take advantage of our transportation reimbursement program and make your way to work via the train, bus, car or bike! There are CTA and L train stops walking distance from the office and you can store your bike safely inside of the building.
• Sweat it out with local gym discounts or at the LifeStart gym in our office building that includes brand new Peloton bikes, top-of-the-line equipment and personal training options.
• Maximize your wellness with free counseling sessions through our Employee Assistance Program
• Get paid to work with your friends through our Referral Program!
• Get relocation assistance - If you are not local to the area, we offer relocation packages and have a Relocation Specialist who can help you along the way.

Covid Response and Flex Policy:

Arrive Leadership continually evaluates the Covid-19 pandemic and makes informed decisions based on applicable regulation, CDC recommendation, best practice, and local impacts of the pandemic. Arrive has implemented a comprehensive and proactive Covid response plan designed for the safety of our employees. This plan includes in-office safety protocol for all employees and a flexible work schedule based on position and tenure.