• Best customer service I've ever had with a utility related issue. Great job.

    - Carrie from Premier Luxury Suites, Chicago

  • We are very satisfied with the services that Access One
    provides. We really appreciate it!

    - Connie from People's Home Equity, Inc.

  • It was a pleasure working with Access One. From start to finish, everyone was very
    helpful. The follow-ups were wonderful.

    - Karen from Filmquest Group

  • The installation was done professionally, even after our working hours. We were able to finish the job for that day with the help of your technician.

    - Krystyna from Testing Service Corporation

  • Always pleased with Access One.

    - Sheryl from Mitsui Hightec

  • Your service is superb.

    - Ariel from Dukane/Precast

  • Very good communication and follow-up - much appreciated!

    - Linda from Colliers International

  • Excellent work. Prompt response.

    - Steve from UtilIT

  • The issue was resolved quickly and efficiently.

    - Dearborn Partners

  • Repair tech was very clear as far as resolution and excellent at following up.

    - Greta from Glenview State Bank

  • A's on the report card... Access One is my favorite provider to work with I wish the hosted VoIP was available here in Northern CA.

    - Harold from IT Services

  • The customer service was great.

    - Jonny from Clear Channel

CUSTOMER CARE: 800.804.8333
GENERAL INQUIRIES: 312.441.1000
About

Help Desk Technician

Contact Us





HELP DESK TECHNICIAN

GENERAL SUMMARY:

The Help Desk Technician is responsible for handling first level support of customer service requests.  This relates to technologies including: workstations, servers, virtualization, printers, networks, and vendor specific hardware and software.                                                          

Essential Duties and Responsibilities:                                                                     

  • Support relating to technical issues involving Microsoft’s core business applications (AD, DNS, Exchange, SQL, Hyper-V, etc.), VMware Virtualization, and Client Operating Systems
  • Support of backup and disaster recovery solutions
  • Basic technical support at the network level: LAN/WAN connectivity, routers, switches, firewalls, and wireless
  • Basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
  • Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
  • System documentation maintenance and review within customer management and support systems
  • Detailed communication with customers as required: keeping them informed of incident progress, changes, or outages

Additional Duties and Responsibilities:

  • Improve customer service, value, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Work with the Service Desk Manager to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
  • Escalate service requests that require Service Network Engineer level support
  • Responsible for entering time and expenses as it occurs
  • Understand processes in customer support systems by completing assigned training criteria
  • Enter all work as service tickets into customer support system

Knowledge, Skills, and/or Abilities Required:   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Minimum 2 years of experience in a similar role
  • Professional IT Certifications, such as: Microsoft  MCP/MCSA, Cisco CCNA, or CompTIA Network +
  • Advanced understanding of operating systems, business applications, printing systems, and network systems
  • Interpersonal skills: such as communication skills, active listening, and customer-care
  • Diagnosis skills of technical issues
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Self-motivated with the ability to work in a fast moving environment

To apply, submit resume to resumes@accessoneinc.com.