Help Desk Representative II

IT / Computer / Software Peoria, Illinois


Position at Innovative Technology Solutions

Innovative Technology Solutions (ITS) is a nationwide leader in providing IT Services and Solutions to large Fortune 100 corporations. Those services include Help Desk, Desk Side Support, PC Life Cycle Support, PC and Wintel/Unix Server Hardware Maintenance.
ITS has improved the performance for the world's most sophisticated companies, and we owe our success to our employees. Your time and your knowledge are important - make the most of both. At ITS, we've continually empowered our employees to develop their skills and advance in their careers. It's our philosophy, along with our uncompromising commitment to customer satisfaction that has made ITS a success and a great place to work.
We currently have an immediate opening for a Help Desk Technician II .
Responsibilities will include:
  • Researching, analyzing, resolving and responding to intermediate-to-complex PC issues, questions and problems via telephone, e-mail, and callbacks
  • Identifying needed parts via phone
  • Escalating issues in accordance with service-level requirements
  • Frequently working with PC end-users, Help Desk peers, and managers
  • Working with software, network and hardware vendors, re-sellers, or distributors
  • Supporting the Associate PC Help Desk Technician, Level I, and other Level II efforts
  • Associate's degree or equivalent from two-year college or technical school and 5 years related experience, or equivalent combination of education and experience
  • 3-5 years of related experience
  • Previous experience providing customer services (not necessarily support) over the telephone
  • MOUS (Microsoft's Office User Specialist) Certification for Word, Excel, Power Point, and Access
ITS offers a competitive salary and benefits program which includes:
  • Medical/dental plans
  • Prescription drug program
  • Vision plan
  • 401(k) with company match
  • Tuition reimbursement
  • Flexible spending account
ITS is committed to providing equal employment opportunity in all aspects of employment to all applicants and employees, regardless of age, color, race, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, disability, veteran status, genetic information or other legally protected status.