Help Desk Anayst
Job Details
Illinois - Chicago, IL
Full Time
4 Year Degree
Information Technology

The Support Practice Group of Kraft Kennedy is seeking applicants for the full- time position of Helpdesk/Level 1, which will be located at our downtown Chicago office. The hours are 9:30 am-6:30 pm.


The Support Practice Group is a large and growing group of diverse technical staff providing a broad range of technology support in various industry verticals as part of Kraft Kennedy’s Managed Services offering.


This position reports to a Team Leader and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process.


• Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles and more.
• Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues and more.
• Escalate issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues.
• Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution.
• Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group.
• Provide regional local on-site client support, as necessary.
• Travel will be required around the Chicago area.
• Participate in an on-call rotation.


• Bachelor’s Degree in IT or related field or a minimum of 3 years of related work experience in lieu of a degree.
• Must be passionate about troubleshooting and technical support.
• One to three years of experience providing end user support.
• Experience with Microsoft Office required.
• Preferably help desk support certified:
  HDI - SCA,
  ITIL Foundation or
  MCSA:Windows 10.
• Managed service provider experience is preferred.
• Excellent verbal and written communication skills.
• Very organized and detail oriented, with a high degree of accuracy and follow up.
• Document management experience preferred but not mandatory.
• Experience with Windows 7/8/10 desktop.
• Virtualization and storage experience preferred.
• MCSE and/or related technical certifications are strongly preferred.