Help Desk Manager jobs in Waukegan, IL

Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)

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Help desk specialist
  • The IMAGINE Group
  • Grayslake, IL FULL_TIME
  • 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 innovative 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.

    Position Summary : The Help Desk Tier 1 Specialist will act as the primary support representative in logging and responding to customer and internal user service requests and automated alerts.

    In a Level 1 Help Desk role this person works IT incidents that have high impact on important systems or groups of users.

    This includes 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.

    Location : Onsite at our Grayslake, Ill location.

    Shift : M-F, 8 : 00 AM - 5 : 00 PM

    Essential Functions and Responsibilities :

    • Diagnoses and solves local area and / or wide area network problems using standard trouble-shooting tools and techniques.
    • May work with wide area networks or be responsible for more than one local area network interconnected via a wide area network.
    • Apply Patches and upgrades to desktops and laptops, either directly, or using push technology.
    • Perform troubleshooting and research toward the resolution of technology related problems for end users.
    • Provide first-line support for connectivity and standard applications, including MS Office and other user requirements.
    • Identifies client requirements by establishing personal rapport with potential and actual clients and other persons in a position to understand IT service requirements.
    • Provide end user training working one-on-one, creating knowledgebase articles, updating wiki, or small group training.
    • Diagnose and solve problems for network and end users.
    • Prioritize incoming requests. Escalate problems (when required or appropriate) to other technicians, next level of support or other departments or function.
    • Record, track, and document help desk requests, including all successful and unsuccessful decisions made as well as actions taken through to final resolution.
    • Learn on the job and when faced with new challenges / questions. Maintain profession and technician knowledge with computer based online training, technology literature, or educational workshops.
    • Participate in on-call helpdesk rotation to triage and troubleshoot after hours service requests.
    • Other tasks or projects as directed by the Technology Services Manager.

    Mandatory Qualifications :

    • Two-year AAS or equivalent IT related education or equivalent work experience
    • A industry certification
    • Strong working knowledge of MAC support and JAMF
    • Experience with IT software imaging tools or software for network deployment of applications
    • Experience with helpdesk automation tools, remote management applications
    • Understanding of operating systems at registry level or command line.
    • Working knowledge of IT Service Management and Information Technology Infrastructure Library
    • Telephone call manager systems
    • Printer server management experience printer drivers
    • Understanding and experience with Active Directory, GPO, SSO, ISO, Legacy applications

    Preferred Qualifications :

    • Ability to handle multiple issues, prioritizing and effective management of your time.
    • Ability to follow established processes and escalate large scale issues as needed.
    • Understanding for virtual desktop environment and remote desktop technology.
    • Knowledge and experience with multiple desktop operating systems (Macintosh and Windows based), along with mobile devices and other peripheral equipment.
    • Familiarity with incident or call tracking response system
    • Ability to relate well in a customer service role with technology end users.
    • Knowledge and experience of working a multi-domain environment.
    • Printing or manufacturing experience a plus

    Physical Requirements :

    • Frequent sitting and / or standing for prolonged periods of time
    • Frequent walking
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

    The national pay range for this role is $17.50-$24 / hourly. The pay range may be slightly lower or higher based on the geographic location.

    The actual pay offered may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift, and location.

    In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission, or incentive program.

    Imagine offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, caregiver leave, adoption assistance, and employer / partner discounts.

    Imagine is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

    Diversity and Inclusion are not just a checked box, it is a critical part of our commitment to deliver innovative solutions to our clients and provide a great place to work for our entire Imagine family.

    We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications listed above, we encourage you to apply.

    Last updated : 2024-03-04

  • 21 Days Ago

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Help desk technician
  • Idemia
  • Spring, IL FULL_TIME
  • Responsibilities Monitor, categorize, triage, and assign all incoming IT tickets. Purchase and procure IT equipment for site. Maintain and organize IT inventory. Record, troubleshoot, escalate, and fo...
  • 1 Month Ago

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Care aide
  • Help at Home
  • Winthrop, IL FULL_TIME
  • Now offering a pay rate of $17.00 per hour! Help at Home is the nation’s leading provider of in-home support to seniors. We are currently hiring in your community! Join our team TODAY and begin buildi...
  • Just Posted

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Asistente
  • Help at Home
  • Mundelein, IL FULL_TIME
  • Ahora ofrecemos una tarifa de pago de $17.00 por hora! Se recomienda encarecidamente que los candidatos que dominan el español presenten su solicitud. Help at Home es el principal proveedor del país d...
  • Just Posted

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Care aide
  • Help at Home
  • Lake, IL FULL_TIME
  • Now offering a pay rate of $17.00 per hour! Help at Home is the nation’s leading provider of in-home support to seniors. We are currently hiring in your community! Join our team TODAY and begin buildi...
  • Just Posted

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Care aide
  • Help at Home
  • Antioch, IL FULL_TIME
  • Now offering a pay rate of $17.00 per hour! Help at Home is the nation’s leading provider of in-home support to seniors. We are currently hiring in your community! Join our team TODAY and begin buildi...
  • 1 Day Ago

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0 Help Desk Manager jobs found in Waukegan, IL area

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Technical Writer
  • Sterling Engineering, Inc.
  • North Chicago, IL
  • Position: Technical Writer (Pharmaceutical or cGMP) Location: North Chicago, IL 60064 onsite 5 days a week Duration: 12-...
  • 3/28/2024 12:00:00 AM

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SAP Record to Report - Architect
  • AbbVie
  • North Chicago, IL
  • Company Description AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious he...
  • 3/28/2024 12:00:00 AM

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Tech Support Engineer
  • Yaskawa
  • Waukegan, IL
  • Yaskawa America, Inc. - Drives & Motion Division is a global leader in variable speed drives, motion controls and roboti...
  • 3/27/2024 12:00:00 AM

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Enterprise Support Manager
  • Stripe
  • Chicago, IL
  • Who we are About Stripe Stripe's infrastructure and suite of APIs powers hundreds of thousands of businesses-from startu...
  • 3/26/2024 12:00:00 AM

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App/Cloud Support Manager
  • Accenture
  • Chicago, IL
  • App/Cloud Support Manager (Accenture LLP; Chicago, IL): Accenture LLP has multiple openings for the position of App/Clou...
  • 3/26/2024 12:00:00 AM

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Help Desk Engineer
  • ITC Infotech
  • Chicago, IL
  • ITC Infotech is looking for a Deskside engineer to join the US Team. Location: Bloomington, MN / Chicago-IL / US-PA-Fort...
  • 3/24/2024 12:00:00 AM

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Technical Support Engineer- Remote Sites Support
  • Shirley Ryan AbilityLab
  • Chicago, IL
  • By joining our team, you'll be part of our life-changing Mission and Vision. You'll work in a truly inclusive environmen...
  • 3/24/2024 12:00:00 AM

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AEM Engineer/DevOps Engineer
  • The Fountain Group
  • Waukegan, IL
  • Manager Updates All candidates must be willing to work on W2, C2C NOT possible for this role. This is an Onsite position...
  • 3/24/2024 12:00:00 AM

Waukegan /wɔːˈkiːɡən/ is the largest city in and the county seat of Lake County, Illinois, United States, a part of the Chicago metropolitan area. The city is located 35 miles north of the Loop and 10 miles south of the Wisconsin state border, approximately halfway between Chicago and Milwaukee. As of the 2013 United States Census estimate, the city has a population of 88,826, which makes it the ninth most populous city in Illinois. Waukegan is a predominately working-class community with a size-able middle-class population. Waukegan is located at 42°22′13″N 87°52′16″W / 42.37028°N 87.87111...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Manager jobs
$104,978 to $138,582
Waukegan, Illinois area prices
were up 1.8% from a year ago

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