Senior Helpdesk Technician

Information Technology Chicago, Illinois


Position at Havas

Job Summary – Senior Helpdesk Technician

This Senior Helpdesk Technician  role involves working in a very fast past environment in the Advertising industry. Candidate must be customer service orientated, energetic and expresses a passion for working in a technology capacity. Responsibility includes providing technical assistance supporting both Mac and Windows computer systems including hardware, and various corporate software applications. Responds to queries using a ticketing system, runs diagnostic programs with various tools, isolates problems, and determines and implements solutions for a variety of issues ranging from simple to complex.

Primary responsibilities

    • Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware and many peripherals.
    • Respond to queries either in person, remotely, or over the phone.
    • Train new hires on systems and applications and various technologies.
    • Maintain daily performance of computer systems.
    • Walk customer through problem-solving process.
    • Install, modify, and repair computer hardware and software.
    • Run diagnostic programs to resolve problems.
    • Resolve technical problems: Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
    • Install computer peripherals for users.
    • Follow up with customers to ensure issue has been resolved.
    • Run reports to determine malfunctions that continue to occur.
    • Perform desk moves on an on-going basis.
    • Perform inventory of all hardware.
    • Deploy, manage and assist users with mobile devices.
    • A working knowledge of Mac and Windows environment.
    • A willingness to collaborate via working in a team(s).
    • Shows enthusiasm for learning in an everchanging IT industry.
    • Work closely with the Help Desk Team Lead.
    • Ability to follow and implement policies, procedures and processes.
    • Understands the importance of IT security protocols.
    • Can adapt very easily in a fast-paced environment.
    • The ability to communicate effectively in both technical and technical issues.
    • Experience with JAMF, Adobe Suite